Service Desk Team Lead

Service Desk Team Leader

Location: Derriford Business Park, Plymouth

Salary: £33,000 per annum, plus performance bonus

Contract Type: Permanent, Full-time (37 hours per week)

Proposed Start Date: 1st September 2025

Are you a people-focused leader looking for your next challenge in IT service management? At Delt, we don’t just provide IT support; we deliver services that truly make a difference to the communities we serve. We're growing and looking for an experienced Service Desk Team Leader to join our high-performing team and help us continue to deliver exceptional support to our partners across the public and private sectors.

This is more than just a technical role - we’re looking for someone who excels at managing people. You’ll be responsible for leading a talented team of 1st and 2nd line support analysts, creating an environment where they can thrive and deliver outstanding customer service every day. If you’re passionate about developing teams, improving services, and creating positive change, this could be the perfect opportunity for you.

What You’ll Be Doing:

• Leading, mentoring and developing a dedicated team of IT professionals, ensuring a high standard of performance and a positive, collaborative working culture.
• Delivering excellent customer service by managing workloads, priorities, and resources to meet and exceed SLAs and KPIs.
• Driving continuous improvement by identifying service gaps, acting on customer feedback, and leading initiatives that improve both efficiency and satisfaction.
• Supporting key ITIL processes including Incident, Request, Problem, Change, Release, and Configuration Management.
• Engaging with stakeholders through service reviews, reporting, and relationship management to ensure we understand and meet their evolving needs.
• Contributing to service transition and project delivery, ensuring new services are introduced smoothly and sustainably.
• Supporting workforce planning, budgeting, and resourcing to ensure effective and efficient service delivery.

What We’re Looking For:

• A proven people leader, with strong experience managing teams and bringing out the best in individuals.
• Previous team leader experience in a relevant IT service desk or support environment.
• ITIL v4 Foundation qualification would be highly desirable.
• Excellent organisational skills, with the ability to prioritise effectively in a busy, multi-client environment.
• Confident communicator with strong stakeholder management skills and a customer-first mindset.
• Comfortable working under pressure and solving problems quickly and effectively.
• While technical knowledge is important, your ability to lead and inspire people is what really matters in this role.

Working Hours:

This is a full-time, office-based role working on a shift pattern between the hours of 7:30am and 6:00pm, Monday to Friday. There are no weekend or night shifts.

Why Delt?

At Delt, we deliver critical IT and business support services that help our partners - including local authorities, the NHS, and schools - do what they do best. We are purpose-driven, people-centred, and proud of the impact we make.

Benefits include;

• Generous holiday allowance of 25 days plus bank holidays
• Up to 12 Flex Leave days a year
• Matched contribution pension scheme up to 10% of salary
• Life assurance scheme
• Opportunities to buy and sell leave
• Employee shopping savings portal

Deadline for applications: Monday 28th July 2025