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.

• 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.