Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic Service Desk team and drive service excellence.
- Company: Join Deloitte Digital, where creativity meets technology in a vibrant culture.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for personal growth.
- Why this job: Shape the future of online experiences while making a real impact.
- Qualifications: Experience in service desk leadership and a passion for customer support.
- Other info: Flexible work environment with excellent career development opportunities.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Want to shape the future of online experiences? So do we. Part Business. Part Creative. Part Technology. One hundred per cent digital. At Deloitte Digital, we connect creativity with technology for business. Bringing empathy, ideas, and experience into digital transformation. Together with all of Deloitte, we create connections across the breadth of our people, organisation, and ecosystems to make an impact that matters to our clients and to society.
We’re a new type of creative digital consultancy that fuses strategy, tech and design to identify where businesses need to be, then get them there. Fast. Want to help us shape the future? We’re looking for experienced practitioners from a consulting, design, tech or business background who can show our clients what’s next, then work with our mixed‑discipline team to make it happen.
Service Desk Lead- Complete oversight of a team of Service Desk Analysts
- Be an escalation point and mentor for team members
- Provide leadership and guidance to the Service Desk Analysts
- Support employees with training and development activities
- Plan and set goals / objectives for the team and delegate work to team members: holding them accountable for the delivery to agreed deadlines
- Monitor team performance to ensure objectives are met
- Identify issues or trends connected to errors, time‑consuming tasks, or capacity
- Conduct regular 1:1s with team members to review performance, discuss issues, manage expectations, and provide constructive feedback
- Induct new starters on the team ensuring training & mentoring plans are in place.
- Organise and monitor service and ticket activity so that the team meet SLAs / KPIs and follow the agreed processes
- Improve processes and procedures to expand the efficiency of the Service Desk
- Perform and review Quality Assurance for the Service Desk
- Coordinate the team’s workload ensuring both BAU and/or projects are delivered to required deadlines and level of quality
- Responsible for overall service desk team quality control, management of risks and escalations, audit, and governance. Ensure correct processes and procedures are complied with by colleagues
- Change Management
- Release Management
- Reporting & Governance Support
- Project Management Support
- Pro‑actively manage relationships between the Service Desk Team and Key Stakeholders: these can include Deloitte SDMs, Clients, other Deloitte Team and 3rd party providers
- Ensure our processes are fit for purpose, following the agreed Change control processes in support of our ISO20K accreditation
- Liaise with the L2 & L3 Team Leads where required, regarding prioritisation of issues impacting service performance
- Be responsive to and assist SDMs with service improvement requirements
- Update wider team stakeholders on a regular basis
- Ability to become a trusted advisor to our clients and leader to our people
- Excellent communication skills both verbal and written
- Strong Team player
- A passion for Service Management and customer support
- A desire to learn and continually develop
- Highly accurate with good attention to detail
- Strong organisational skills and effective time management
- Excellent problem‑solving skills and able to use initiative
- Experience operating in a service desk lead and/or in a service operations role
- Must be able to demonstrate a customer‑first approach to support
- Ability to effectively prioritise, estimate, plan and complete workload to meet deadlines
- Ability to manage and develop a technical service team and lead by example
- Prior experience in supporting a broad range of technologies
- Strong experience of IT Service Management processes including change, problem and release management & Tools (preferably ServiceNow)
- Excellent stakeholder management with the ability to collaborate with people from different disciplines and experience levels
- Demonstrable experience in delivering results to an external client base through the effective management of a team within an Operations environment
- Strong written and verbal communication and presentation skills, confidence to express your own views and demonstrate high levels of professionalism and interpersonal skills that build long term relationships and trust
- Excellent problem‑solving skills and attention to detail
- Third level qualification in technology or related discipline or relevant experience
- The right to live and work in the UK
- Be willing to submit to BPSS and Security Clearance (SC) vetting processes
- A flexible approach and willingness to exceed expectations
- An ITIL qualification or equivalent is preferable but not essential
- Experience with ISO20K audit tasks is preferable but not essential
- Knowledge and/or experience of Service Design & Transition processes preferable but not essential
Our hybrid working policy: You’ll be based in Belfast with hybrid working. At Deloitte we understand the importance of balancing your career alongside your home life. That’s why we’ll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing.
Please check with your recruiter for the specific working requirements that may apply for your role.
Connect to your next step: A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.
Discover more reasons to connect with us, our people and purpose‑driven culture at deloitte.co.uk/careers.
Service Desk Lead & Service Operations Support, Consultant - Senior Consultant in Belfast employer: Deloitte LLP
Contact Detail:
Deloitte LLP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Lead & Service Operations Support, Consultant - Senior Consultant in Belfast
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for opportunities at Deloitte Digital. You never know who might have the inside scoop on a role that’s perfect for you!
✨Tip Number 2
Prepare for those interviews by researching Deloitte's culture and values. Understand how they fuse creativity with technology. This will help you showcase how your experience aligns with their mission and make you stand out as a candidate.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves managing a service desk, be ready to discuss real-life scenarios where you've tackled challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Deloitte Digital. Let’s get you that dream job!
We think you need these skills to ace Service Desk Lead & Service Operations Support, Consultant - Senior Consultant in Belfast
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in service desk leadership and operations. We want to see how your skills align with our needs, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since this role requires excellent verbal and written communication, ensure your application reflects that. Use clear, concise language and structure your documents well. We love a good story, so feel free to share examples of how you've effectively communicated in past roles.
Highlight Your Problem-Solving Abilities: We’re looking for someone who can tackle challenges head-on. In your application, include specific instances where you’ve successfully resolved issues or improved processes. This will demonstrate your proactive approach and ability to think critically.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our culture and values while you’re at it!
How to prepare for a job interview at Deloitte LLP
✨Know Your Stuff
Make sure you brush up on IT Service Management processes, especially change, problem, and release management. Familiarise yourself with tools like ServiceNow, as well as the specific technologies relevant to the role. This will not only help you answer technical questions but also show your genuine interest in the position.
✨Showcase Your Leadership Skills
As a Service Desk Lead, you'll need to demonstrate your ability to lead and mentor a team. Prepare examples of how you've successfully managed teams in the past, including how you've handled conflicts, motivated team members, and ensured that objectives were met. This will highlight your leadership style and effectiveness.
✨Communicate Clearly
Excellent communication is key in this role. Practice articulating your thoughts clearly and concisely, both verbally and in writing. Be ready to discuss how you've built relationships with stakeholders and how you’ve communicated complex information to different audiences. This will show that you can be a trusted advisor.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to manage service desk operations. Think of specific situations where you identified issues, implemented improvements, or dealt with challenging clients. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
