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For Companies At a Glance
- Tasks: Lead and motivate a support team to deliver exceptional service for finance software users.
- Company: Join itas, a trusted tech company with over 20 years of experience.
- Benefits: Enjoy competitive salary, hybrid working, and generous leave policies.
- Why this job: Make a real impact by coaching a passionate team in a supportive environment.
- Qualifications: Experience in leading support teams and knowledge of finance processes is essential.
- Other info: Embrace a culture of growth, diversity, and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
About itas
Itas is on a mission to deliver the perfect solution for their customers to empower them and give them the freedom to do what they do best. Trusted by our customers for over 20 years, itas has been built on referrals from customers and IT professionals that love the expert yet personal service we offer. Our expert teams are handpicked for their knowledge, great sense of humour and the fact that they are passionate about what they do. We invest in our people, whether that be coaching and mentoring or support with gaining professional qualifications (such as AAT) or other job specific qualifications, such as Sage product accreditations and other vocational courses, like ‘Train the Trainer’. This has allowed us to promote from within on several occasions.
Why this role matters
This role keeps our support engine running smoothly across all customers. You’ll oversee our portfolio from a risk, dependency, and resource planning perspective, while personally managing select strategic projects. You’ll line manage our Support Team, coaching for delivery excellence and a supportive, high‑trust culture.
What You’ll Do
- Lead, coach, and motivate a team of service desk analysts to deliver exceptional support for finance and accounting software users.
- Hold regular one‑to‑ones with team members, checking in on both personal & work issues or concerns.
- Create great relationships with team members to maximize happiness and productivity within the support team.
- Listen to team members’ feedback and resolve any issues or conflicts working with the Head of Operations.
- Oversee daily service desk operations, ensuring tickets are prioritised, progressed, and resolved within SLA while maintaining an exceptional customer experience.
- Act as the primary escalation point for complex or high‑impact incidents, guiding the team through investigation and resolution.
- Monitor service performance, identify trends, and drive continuous improvement across processes, documentation, and customer experience.
- Collaborate closely with customer success, delivery, and finance operations teams to resolve recurring issues and enhance system stability.
- Ensure the team maintain and create accurate, high‑quality knowledge base articles, marketing collateral and troubleshooting guides.
- Support onboarding, coaching, and ongoing development of team members, fostering a culture of accountability, collaboration, and customer‑centric thinking.
- Contribute to service reporting, including weekly updates, KPIs, root‑cause analysis, and recommendations that strengthen itas solutions’ service delivery.
- Champion ITIL‑aligned best practices and help shape the evolution of the service desk as the business grows.
What You’ll Bring
- Experience leading or mentoring a support or service desk team, ideally within a finance, ERP, or SaaS environment.
- Ability to have difficult conversations with customers/team members when required leading to positive action plans and outcomes.
- A collaborative supportive leadership style that aligns with itas solutions’ values of partnership, reliability, and continuous improvement.
- Confident communicator who can adapt to technical and non‑technical audiences and build strong stakeholder relationships at all levels.
- Strong understanding of finance processes (e.g., AP, AR, GL, budgeting, reconciliation) and how they interact with software systems.
- Sage product suite knowledge particularly Sage 50, SageIntacct, Sage 200.
- Working towards or have an AAT, ACCA or CIMA certificate or a BA Accounting & Finance desirable.
- Excellent troubleshooting skills with the ability to break down complex issues and guide others through resolution.
- A proactive mindset with a passion for improving processes and service quality, team capability, and customer satisfaction.
- Experience working with ITSM tools (HubSpot ServiceDesk, ServiceNow, Jira Service Management, Freshservice, etc.).
- Familiarity with ITIL principles and a structured approach to incident, problem, and change management.
- Use Microsoft product suite including Excel, Word & Outlook.
- Full clean UK Driver's License and own transport.
If you meet most of the essentials, please apply—you don't need to tick every single item perfectly. We value transferable skills and growth potential.
How we work & what we offer
- Positive environment & hybrid working (Must be able to travel to Mold office minimum of three days a week).
- Competitive salary (we benchmark fairly; happy to discuss early).
- Casual dress + supplied uniform where needed.
- 23 days annual leave (increasing with service).
- Early finish twice a month.
- Birthday and personal day off.
- Pension, healthcare cash plan, EAP, life insurance, flu jabs.
- Paid volunteering time and company events.
Please note that salaries are individual. Years of experience, industry knowledge, degree etc. all have an impact on salaries. External agencies are kindly requested not to contact the company regarding this position. ITAS is an equal-opportunity employer and embraces diversity and inclusion.
Job Types: Full-time
Salary: Dependent on experience
Schedule: Monday to Friday
Support Team Leader in Mold employer: Itas Solutions
Contact Detail:
Itas Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Team Leader in Mold
✨Tip Number 1
Get to know the company culture! Before your interview, check out itas's social media and website. Understanding their values and mission will help you connect with the team and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your leadership stories! Since this role is all about leading a support team, think of specific examples where you've motivated or coached others. Be ready to share how you handled challenges and drove improvements—this will really impress them!
✨Tip Number 3
Show off your problem-solving skills! Prepare to discuss complex issues you've tackled in the past, especially in finance or software environments. Highlight your troubleshooting process and how you guided your team through resolutions.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the team dynamics or ongoing projects. This shows you're engaged and eager to contribute to itas's success. And remember, apply through our website for the best chance!
We think you need these skills to ace Support Team Leader in Mold
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Support Team Leader role. Highlight your experience in leading support teams and any relevant finance or SaaS knowledge. We want to see how you fit into our mission!
Show Off Your Leadership Style: In your application, give us a glimpse of your leadership style. Share examples of how you've motivated teams or resolved conflicts. We love a collaborative approach, so let that shine through!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that gets straight to the good stuff!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, we love seeing candidates who take that extra step!
How to prepare for a job interview at Itas Solutions
✨Know Your Stuff
Make sure you brush up on your knowledge of finance processes and the Sage product suite. Being able to discuss how these systems interact will show that you're not just familiar with the tools, but you understand their impact on customer support.
✨Show Your Leadership Style
Prepare examples of how you've led or mentored a team in the past. Highlight your collaborative approach and how you've fostered a supportive environment. This role is all about coaching and motivating, so be ready to share your strategies for building strong relationships within a team.
✨Be Ready for Tough Conversations
Think about times when you've had to handle difficult conversations, whether with customers or team members. Be prepared to discuss how you turned those situations into positive outcomes, as this will demonstrate your ability to manage conflicts effectively.
✨Emphasise Continuous Improvement
Talk about your proactive mindset and any initiatives you've taken to improve processes or service quality in previous roles. Itas values continuous improvement, so showcasing your passion for enhancing customer satisfaction will resonate well with the interviewers.