Service Delivery Team Leader

Cathedral Appointments Ltd; Exeter; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A well-established IT solutions provider is seeking a Service Delivery Team Leader in Exeter. This role involves leading a 1st Line Service Desk team, ensuring high standards of client satisfaction, and driving operational efficiency. The ideal candidate has strong technical skills, service desk experience, and exceptional communication abilities. Benefits include a competitive salary, hybrid working, generous leave, and professional development opportunities.

Benefits

Competitive salary of £35,000 – £45,000 DOE

Hybrid working - minimum three days in the office

23 days annual leave plus Bank Holidays

Company pension scheme with up to 7% employer contribution

Mileage allowance

Ongoing professional development support

Qualifications

• Proven experience in a service desk or IT support environment, ideally with prior leadership or mentoring responsibility.
• Strong technical knowledge across Microsoft 365, Windows Server, networking, and cloud-based systems.
• Exceptional communication and problem-solving skills.

Responsibilities

• Lead, coach and develop a team of Service Desk Analysts to deliver outstanding technical support.
• Oversee the logging, triage, and progression of all support tickets.
• Monitor team performance, customer satisfaction (CSAT), and service metrics.

Skills

Service desk management

Technical support expertise

Microsoft 365 knowledge

Problem-solving skills

Communication skills

Job description

£35k - £45K DOE | Hybrid | Exeter

Our client is a well-established and forward-thinking IT solutions provider based in Exeter. Renowned for delivering exceptional managed services, they partner with organisations across multiple sectors to provide robust, efficient, and secure IT support. With a culture built on collaboration, continuous improvement, and technical excellence, this business is committed to empowering its people to deliver first-class service.

The Role

This is an excellent opportunity for a technically capable and people-focused professional to lead a dynamic 1st Line Service Desk team. The Service Delivery Team Leader will play a key role in ensuring client satisfaction, overseeing day-to-day operations, and driving efficiency through process improvement. Working closely with senior colleagues, this individual will ensure the highest standards of service delivery and team performance.

Key Responsibilities of the Service Delivery Team Leader

• Lead, coach and develop a team of Service Desk Analysts to deliver outstanding technical support and meet SLAs.
• Oversee the logging, triage, and progression of all support tickets, ensuring timely resolution and effective escalation where necessary.
• Monitor team performance, customer satisfaction (CSAT), and service metrics, driving continuous improvement in quality and efficiency.
• Collaborate with senior engineers and management to enhance processes, identify training needs, and maintain a culture of excellence and accountability.

Requirements of the Service Delivery Team Leader

• Proven experience in a service desk or IT support environment, ideally with prior leadership or mentoring responsibility.
• Strong technical knowledge across Microsoft 365, Windows Server, networking, and cloud-based systems.
• Exceptional communication and problem-solving skills, with the ability to manage priorities in a fast-paced environment.
• A proactive, customer-centric approach with the confidence to make sound operational decisions and inspire others

Company benefits include

• Competitive salary of £35,000 – £45,000 DOE
• Hybrid working - minimum three days in the Exeter office
• 23 days annual leave (plus Bank Holidays), rising with service, plus your birthday off
• Company pension scheme with up to 7% employer contribution
• Mileage allowance, EAP, Office 365 subscription, EV & Cycle to Work schemes
• Ongoing professional development and accreditation support
• A supportive, collaborative culture with regular social and charitable events

This is a fantastic opportunity for a motivated IT professional seeking to combine technical expertise with leadership responsibility.
If you’re ready to take the next step in your career and lead a high-performing team within a respected IT services business, we’d love to hear from you.

Note on Sponsorship

We regret to inform you that at this time, we are unable to offer sponsorship for work authorisation for this role. Therefore, candidates must possess valid authorisation to work in the UK without requiring visa sponsorship either now or in the future.

Recruitment Consultant

Dan Martin

Ref

11047