IT Service Team Leader

Were Gravita: the accountants fuelling ambitious businesses. Were a full service tech-enabled firm working with entrepreneurs and businesses to help them achieve their goals and make an impact in the world.

Were growing fast and are bringing like-minded advisors together to form a full-service tech-enabled accounting partner for thousands of SMEs. Our team use their incredible expertise alongside intuitive technology to help businesses and entrepreneurs plan better and grow faster.

Our mission is to become the UKs leading tech-enabled accounting firm for SMEs. We have ambitious goals and our high-calibre team work hard to achieve them. We are one team with one agenda working collaboratively in a respectful environment to deliver a great service to our clients. So if you join us youll not only be working on exciting client challenges youll also be helping us shape the future of accounting.

The Role

We are seeking an IT Service Team Leader to lead the delivery of highquality 1st and 2nd line IT support across the firm. This is a handson leadership role responsible for daytoday service desk operations managing and mentoring a team of IT Support Technicians and acting as the primary escalation point for service issues. The role will also play a key part in establishing and shaping a new service desk function contributing to its setup processes and ongoing development.

You will support approximately 500 users across multiple UK offices and works closely with the wider Technology team to ensure reliable secure and continuously improving IT services. Over time the role may expand to include additional Azure and infrastructure responsibilities with appropriate training provided.

Service Desk & Team Leadership

• Lead the daily IT service desk operations and support the business in understanding their roles and related processes.

• Manage mentor and develop IT Support Technicians.

• Ensure effective incident request problem and resolution management.

• Act as an escalation point for complex or highimpact issues.

• Monitor service performance analyse trends and implement improvements.

Technical Support

• Provide handson 2nd line support where required.

• Support and administer a Microsoftcentric environment including:

• Microsoft 365 and M365 administration

• Microsoft Entra ID and Intune

• Windows 11 Windows Server and Active Directory

• Azure and Azure Virtual Desktop (AVD)

• Lineofbusiness applications (i.e. professional services/accountancy systems)

• Support user onboarding and offboarding device management and application deployment.

• Apply ITILaligned practices across incident problem and change management.

• Act as Incident Commander for major service outages coordinating recovery and communications.

• Work with Infrastructure Cybersecurity and thirdparty partners to resolve issues and introduce service improvements.

Stakeholder Engagement

• Build effective working relationships with stakeholders across business areas.

• Communicate clearly on incidents priorities and service improvements.

• Take ownership of issues through to resolution with accountability.

Qualifications Knowledge & Experience:

• 35 years experience in IT support or service desk roles including experience leading or mentoring others.

• Strong 2nd line support experience in a Microsoftbased environment.

• Experience supporting users across multiple offices or locations.

• Experience in a professional services environment desirable.

Skills & Attributes

• Strong knowledge of Microsoft 365 Windows and Azure technologies.

• Excellent customer service and communication skills.

• Confident approachable people leader with a handson mindset.

• Well organised proactive and able to manage competing priorities.

• Calm and effective under pressure particularly during incidents.

When you join Gravita well support you on your own growth journey. We want to be the place you learn grow and unlock your true potential.

Well work with you to build a progression plan to outline how youll grow at our company and everything well do to help you get there. Were also passionate about learning and development to help you focus on your future.

The Nitty Gritty

• Our standard working week is a 37.5-hour week on a hybrid basis (4 days office / 1 day remote)

• Core working hours are 10am - 4pm Monday to Friday

• Flexible working and happy employees are at the top of our list here at Gravita and we have been working hard to support our teams through the fast-paced changes.

• Your development wont be forgotten our development support is extraordinary for a firm of our size.

• Its a busy fast-paced environment here at Gravita. Feel free to check out our social media channels (Instagram X LinkedIn and Glassdoor).