End User Services Team Lead


Cambridge, GB

Category:  IT

End User Services Team Lead


£37,100 - £45,000



What it’s about

This is an opportunity to lead the Cambridge Assessment End User Computing 2nd line support team, comprising of mainly Desktop Services Engineers.
You will lead a team of around 7 engineers supporting end user computing operations across multiple sites UK and internationally.


What you’ll be doing

  • Plan and direct the daily operational activities within the team through effective management, strong leadership
  • Ensure that Incidents and Service requests are fulfilled within SLAs.
  • Manage the engineers ensuring clear objectives and personal development plans are in place and maintained. Take the lead in all HR related issues for staff within your area of responsibility.
  • Take full ownership of End User Services 2nd line services across Cambridge Assessment including Defining and communication the strategic vision to our customers and team members.
  • Work on continual Service Improvements in close collaboration with other End User Services managers. Be the first point of escalation for End User services 2nd line related issues.
  • Own vendor relationships for all things related to End user Services 2nd line activities and drive cost effective, high quality service solutions including regular reviews of existing offerings
  • Lead initiatives to evaluate and leverage support tools and Service Management Systems including driving business case development and associated financial evaluations
  • Provide the Project Management team with support where required for the successful delivery of various Technology projects.
  • Ensure effective communication with our customers using various established groups/forums, one-to-one and formal meetings.
  • Provide Management reports and keep IT Senior Management aware of industry advancements related to Desktop Services


What we’re looking for



An ITIL qualification ensuring thorough understanding of ITIL best practise framework. – This is desirable, although training will be given

A qualification in one or more of the following is essential:

  • Office 365
  • Linux
  • Exchange
  • SCCM
  • Skype for Business
  • Windows Desktop and or Server OS
  • Ideally a recognisable leadership or management qualification or programme



The successful candidate will have excellent people management and team building skills. We are also looking for:

  • Direction-setting and strategy capability
  • Expertise with Desktop Services technologies
  • Expertise with End User computing solutions and applications
  • Excellent communication, influencing and negotiation skills
  • Excellent analytical, problem-solving, and mathematical skills




  • A proven ability to build and manage relationships effectively
  • Past experience managing team performance using performance reviews and appraisals.
  • An excellent understanding of aligning team goals to the strategic goals and objectives of the organisation.
  • Previous experience of global IT support provision is desirable
  • Experience working in a team-oriented, collaborative environment.
  • In depth experience in incident and request fulfilment processes alongside problem and change.
  • Extensive experience with Desktop technologies (SCCM, SCSM, MDM solutions, ITSM packages, Windows OS, Microsoft Project, VoIP solutions, Video Conferencing solutions, MS SFB, MS Exchange, Citrix etc.)
  • An in-depth knowledge of IT end-to-end incident management including a knowledge of incident management tools and best practises.
  • Some experience of Project Management is desirable.



Our ideal candidate will exhibit the following behaviours:


  • The ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Self-motivated and directed.
  • If you have a strong understanding of customer centricity and service orientation focusing on business satisfaction
  • Someone who is openly collaborative and is able to seek out opportunities to improve process procedure
  • Being capable of coming up with and delivering on the next big idea


Who we are 

Cambridge Assessment is Europe's largest assessment group, incorporating three major awarding bodies. It plays a leading role in researching, developing and delivering assessment to eight million candidates in 170 countries every year. The Group is a department of the University of Cambridge and a not-for-profit organisation. 


To find out more about this role please view the job description or to apply, please upload your covering letter and CV.


As part of your recruitment process, if you are selected as the successful candidate, you will be required to undergo a background screening.  This will be carried out by our selected supplier, Credence Background Screening Limited.

We know that diversity of thinking, backgrounds and approaches leads to innovation and creates an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 24 June 2018 and interviews will be held on the week commencing 2 July.

In this spirit of transparency, if you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.

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