Cambridge, UK

IT Service Desk Manager

The Opportunity

We are looking for an enthusiastic, experienced, and dedicated IT Service Desk Manager to be based in our Head Office in Cambridge.

In your role as Service Desk Manager you will be based in the Cambridge office but accountable and responsible for providing support to Featurespace users across Cambridge, London, Atlanta, Israel, Singapore and other remote workers around the globe .You should have strong organisational skills with a focus on exceptional customer service. You will be leading a small team of dedicated Service Desk professionals who support users of varying skill levels across a range of devices including Windows 10, Linux (CentOS and Ubuntu), and Apple Mac.

Day to Day

  • Line management of a small Service Desk team
  • Lead and oversee the provision of 1st and 2nd line support services to Featurespace end-users
  • Ensure that requests logged are documented in the Service Desk and prioritised based on impact and priority
  • The procurement of products and services
  • Ensure the team respond promptly to IT support requests
  • Ensuring remote offices and home-based users receive a consistently high level of IT support
  • Ensures continuous improvement of end-users’ knowledgebase
  • Improving and maintaining procedural and troubleshooting documentation for IT staff
  • Manage the deployment, monitoring, and support of technology systems and equipment including PCs, operating systems, peripherals, telephony, and business applications
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About you

Required skills:

  • A passion for exceptional customer service and strong problem-solving skills and experience
  • Experience configuring, optimising, and using a helpdesk ticketing system to categorise, prioritise, and automate workload management
  • Experience creating and implementing training information for end-users
  • Excellent knowledge of Windows 10 and at least user-level knowledge of Linux (Ubuntu and Centos) and Apple Mac
  • Good understanding of Active Directory administration and Microsoft Office 365 administration experience
  • Experience of building laptops and desktops using automated build tools
  • Experience of implementation and management of Audio & Video / Video Conferencing solutions
  • Awareness of TCP/IP networking and Wi-Fi technology
  • Experience generating monthly Service Desk statistics on performance and trouble areas
  • Understanding of general IT security including phishing, viruses, and general malware avoidance strategies
  • Willingness for some travel to other Featurespace offices, when occasionally required


Desirable experience:

  • Previous experience in a similar role
  • Knowledge of using virtualisation technology such as VMWare or Hyper-V
  • Basic understanding of scripting (PowerShell and Bash)
  • Experience managing Mobile Devices using MDM solutions
  • Experience with Azure Active Directory and Intune knowledge
  • ITIL certification

Personal Qualities

The work is often challenging and fast paced. We are looking for someone who has the following qualities:

  • Adaptable
  • Professional
  • A willingness to go the extra mile
  • A passion to work for one of the fastest growing fraud prevention technologies in the world


And most importantly, a small-company attitude: willingness to adapt to a variable role and a great can-do attitude.

How to apply

If you think you’re a good fit for the role above, we would love to hear from you.

Fill out the short application form, upload your CV and one of the team will get back to you.

If you have any questions or queries regarding this role, or life at Featurespace, please contact [email protected]

Featurespace Job Application Privacy Notice

Featurespace Ltd., is committed to comply with the General Data Protection Legislation and any implementing legislation (the “Data Protection Legislation”) and will process your Personal Data in accordance with the Data Protection Legislation and information security legislation. Any capitalised terms used in this Privacy Notice shall be given the same definition as in the Data Protection Legislation.

This Privacy Notice sets out the basis on which Featurespace Ltd will process Personal Data relating to job applicants.

The Data Controller is Featurespace Ltd., 140 Cambridge Science Park, Milton Road, Cambridge, CB4 0GF, United Kingdom.

Data refers to both Personal Data and Special Categories of Data. Your job application and the Personal Data held within it will be processed to assess your viability for the stated role. We may also process any information that you provide about your health, for the sole purpose of assessing whether any adjustments may need to be made to the recruitment process to accommodate you . If your application is unsuccessful, Featurespace will retain your Data for 24 months after the end of the recruitment process. Your Personal Data is processed in accordance with our legitimate interests of making sound recruitment decisions. You are under no obligation to provide us with your Personal Data. However without this, we cannot assess your job application. We will only process information about your health for the purpose of making reasonable adjustments to the recruitment process (if applicable), in accordance with our legal obligations. You have the following rights in relation to the processing of your Data: The right to be informed about how your Data is processed. You have the right to object to the processing of your Data based on our legitimate interests as outlined above. The right of access, to your Data and supplementary information relating to our use of your Data. In certain circumstances, we reserve the right to charge you for exercising this right. The right to rectification, if your Data is inaccurate or incomplete. In certain circumstances, the right to erasure, request the deletion of, or removal of, your Data. In certain circumstances, the right to restrict processing, block any further processing of your Data. We shall respond to any request made by you without delay and in any case within a month of your request. The right to complain to the Information Commissioner’s Office if you believe that your data protection/privacy rights have been breached. Your application will be submitted and stored on an application database (Greenhouse). Access to your Data on Greenhouse is limited to the relevant persons for your application- our internal recruiters, the hiring manager and interviewer(s). Your CV may be printed and shown to consulted decision makers, any physical copies will be securely and confidentially destroyed after a decision has been made on your application. Your CV is transferred to a third country, outside of the EEA, when it is processed by Greenhouse. Greenhouse meet the technical and organisational data security measures outlined in the GDPR Article 32, and are SOC2 Type II certified. We do not envisage that any decision will be taken about your application using automated means.

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