IT Service Team Leader

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 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.

Key Responsibilities

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 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
• Azure and Azure Virtual Desktop (AVD)

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.
• 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 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.