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- Tasks: Lead and mentor a team of IT support analysts to deliver exceptional customer service.
- Company: Delt provides vital IT services to local authorities, NHS, and schools, making a real impact.
- Benefits: Enjoy 25 days holiday, flexible leave, pension contributions, and employee discounts.
- Why this job: Join a purpose-driven team focused on positive change and professional development.
- Qualifications: Experience in team leadership within IT service desks; ITIL v4 Foundation is a plus.
- Other info: Full-time role with no weekend or night shifts, based in Plymouth.
The predicted salary is between 27500 - 39000 £ per year.
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
Service Desk Team Lead employer: Delt Shared Services Ltd
Contact Detail:
Delt Shared Services Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead
✨Tip Number 1
Familiarise yourself with ITIL processes, as this role heavily involves supporting key ITIL frameworks. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to effective service management.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed and developed teams in the past. Be ready to discuss specific situations where you improved team performance or customer satisfaction.
✨Tip Number 3
Research Delt's values and recent projects to understand their mission better. This knowledge will allow you to align your answers during the interview with their goals and demonstrate that you're a good cultural fit.
✨Tip Number 4
Prepare to discuss how you handle pressure and solve problems quickly. Think of examples where you've successfully navigated challenging situations, as this will highlight your ability to thrive in a busy, multi-client environment.
We think you need these skills to ace Service Desk Team Lead
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp what Delt is looking for in a Service Desk Team Leader. Pay attention to the key responsibilities and required skills, as these will guide your application.
Tailor Your CV: Customise your CV to highlight relevant experience in IT service management and team leadership. Use specific examples that demonstrate your ability to manage teams and deliver excellent customer service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for leading teams and improving services. Mention how your previous experiences align with Delt's mission and values, and express your enthusiasm for the role.
Highlight ITIL Knowledge: If you have an ITIL v4 Foundation qualification, make sure to mention it prominently in your application. Discuss how your understanding of ITIL processes can contribute to the team's success at Delt.
How to prepare for a job interview at Delt Shared Services Ltd
✨Showcase Your Leadership Skills
As a Service Desk Team Leader, your ability to lead and inspire a team is crucial. Prepare examples of how you've successfully managed teams in the past, focusing on how you developed individuals and fostered a positive working environment.
✨Demonstrate Customer Service Excellence
This role requires a strong customer-first mindset. Be ready to discuss specific instances where you've gone above and beyond to meet customer needs, and how you managed workloads to ensure high service standards.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL processes is key for this position. Brush up on your knowledge of Incident, Request, Problem, Change, Release, and Configuration Management, and be prepared to discuss how you've applied these in previous roles.
✨Engage with Stakeholder Management
Effective communication with stakeholders is essential. Think of examples where you've successfully engaged with different stakeholders, gathered feedback, and implemented changes based on their needs to improve service delivery.
