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For Companies At a Glance
- Tasks: Lead a dynamic IT service desk, providing top-notch support and mentoring a talented team.
- Company: Join Gravita, a tech-enabled accounting firm empowering ambitious businesses.
- Benefits: Enjoy flexible working, competitive salary, and exceptional development opportunities.
- Why this job: Shape the future of accounting while making a real impact in a fast-paced environment.
- Qualifications: 3-5 years in IT support with strong leadership and Microsoft expertise.
- Other info: Collaborative culture focused on growth and learning.
The predicted salary is between 36000 - 60000 ÂŁ per year.
We’re Gravita: the accountants fuelling ambitious businesses. We’re a full service, tech-enabled firm, working with entrepreneurs and businesses to help them achieve their goals, and make an impact in the world. We’re 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 UK’s 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, you’ll not only be working on exciting client challenges, you’ll also be helping us shape the future of accounting.
The Role
We are seeking an IT Service Team Leader to lead the delivery of high‑quality 1st and 2nd line IT support across the firm. This is a hands‑on leadership role, responsible for day‑to‑day 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 work 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.
Key Responsibilities
- 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 high‑impact issues.
- Monitor service performance, analyse trends, and implement improvements.
Technical Support
- Provide hands‑on 2nd line support where required.
- Support and administer a Microsoft‑centric environment, including:
- Microsoft 365 and M365 administration
- Microsoft Entra ID and Intune
- Windows 11, Windows Server, and Active Directory
- Line‑of‑business applications (i.e. professional services/accountancy systems)
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
- 3–5+ years’ experience in IT support or service desk roles, including experience leading or mentoring others.
- Strong 2nd line support experience in a Microsoft‑based environment.
- Experience supporting users across multiple offices or locations.
Skills & Attributes
- Strong knowledge of Microsoft 365, Windows, and Azure technologies.
- Excellent customer service and communication skills.
- Confident, approachable people leader with a hands‑on mindset.
- Well organised, proactive, and able to manage competing priorities.
- Calm and effective under pressure, particularly during incidents.
Your Career with Gravita
When you join Gravita, we’ll support you on your own growth journey. We want to be the place you learn, grow and unlock your true potential. We’ll work with you to build a progression plan to outline how you’ll grow at our company and everything we’ll do to help you get there. We’re 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 won’t be forgotten, our development support is extraordinary for a firm of our size. It’s a busy, fast-paced environment here at Gravita.
IT Service Team Leader employer: Gravita
Contact Detail:
Gravita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Gravita and understanding their mission. Tailor your responses to show how your skills align with their goals. We want to see your passion for tech-enabled solutions and how you can contribute to their growth.
✨Tip Number 3
Practice your problem-solving skills! As an IT Service Team Leader, you'll need to demonstrate your ability to handle complex issues. Consider mock interviews or scenarios to showcase your hands-on leadership style and technical expertise.
✨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 genuinely interested in joining our team at Gravita and being part of our exciting journey.
We think you need these skills to ace IT Service Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the IT Service Team Leader role. Highlight your leadership experience and technical expertise in a Microsoft environment to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about this role and how you can contribute to our mission at Gravita. Share specific examples of your past achievements that align with our goals.
Showcase Your Soft Skills: We value strong communication and customer service skills just as much as technical know-how. Make sure to highlight your ability to lead a team and engage with stakeholders effectively.
Apply Through Our Website: For the best chance of success, apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Gravita
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Windows, and Azure technologies. Be ready to discuss your hands-on experience with these tools, as well as any specific challenges you've faced and how you resolved them.
✨Showcase Your Leadership Skills
As an IT Service Team Leader, you'll need to demonstrate your ability to manage and mentor a team. Prepare examples of how you've successfully led a team in the past, focusing on your approach to problem-solving and team development.
✨Communicate Clearly
Effective communication is key in this role. Practice articulating complex technical issues in simple terms, as you'll need to explain incidents and service improvements to stakeholders across the business. Think about how you can convey your ideas clearly and confidently.
✨Prepare for Scenario Questions
Expect to be asked about how you'd handle specific situations, such as major service outages or high-impact issues. Think through your approach to incident management and be ready to discuss how you would coordinate recovery efforts and communicate with your team.
