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Local Technology Support Team Lead

Job Location: Newcastle

Job Number: 00483818


- Job description

Role:  Local Technology Support Team Lead
Location: Newcastle
Salary: Up to £40,000 plus excellent benefits
Join Accenture and help transform leading organisations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.
Join Accenture Operations and you will become part of the largest and most diverse group of business operations specialists in the world. You will be part of a team which provides business process excellence, implements leading cloud technology and builds and transforms client infrastructure services.
We are constantly seeking new ways to achieve high performance in our clients’ business operations! We provide technology-enabled business process services to deliver business outcomes and are constantly seeking new ways to achieve high performance in our clients’ business operations.
What responsibilities will you have?
Working with a large degree of autonomy, the LTS Support Team Lead is primarily responsible for providing client focused; value added service our customer base, specifically delivering a range of first and second line IT support services for the PC workstation fleet within the Newcastle offices; all within agreed service levels and within budget to achieve customer satisfaction.
Reporting to the Newcastle IT Operations Lead, the LTS Support Team Lead will be responsible for managing the following:
  • Performance and career development of the local support team
  • A combination of first and second line in country PC support service provision
    • Hardware break/fix
    • Software support
    • VIP Support
    • Event support
    • Acquisition PC support
    • Workstation Security as per client project requirements
  • Customer Relationship management for Newcastle Delivery Centre
  • Financial planning, forecasting and spend control
Relationship Management
  • Build effective relationships, and act as the Technology Services customer champion in all respects in order to deliver customer excellence
  • Proactively seek opportunities to meet or exceed the quality and consistency of service delivery in order to meet the customer needs escalating only when necessary
  • Meet regularly with key customer groups, in order to validate/update service delivery requirements and to provide Service Management reports
  • Effective team collaboration across our AWS, Technology Services, DC ISU and CIO teams both locally and globally through meetings, use of collaboration tools and shared repositories for sharing best practices and successful service delivery
  • Work with off-shore teams to ensure service delivery meets service requirements
  • Work with the various internal teams to deliver projects as requested within agreed timescales and budget
People Management
  • Provide effective management of direct report team and communicate effectively to ensure optimum performance and morale
  • Lead motivate and support the team, to ensure the highest level of delivery of services to customers
  • Ensure that all HR requirements are carried out on time and in full to meet company procedures
  • Recruit new staff following correct procedures to ensure a professional image of Technology Services is presented at all times
  • Regularly hold 1-1 meetings, coaching sessions, personal engagement analysis and mentoring programs in order to grow and develop skills and capabilities within the team
  • Provide effective management of all assigned staff, ensuring they are performance managed to a high standard, providing performance feedback in a timely manner, managing poor performance effectively and completing formal performance feedback via My Performance at the end of each assignment and performance year
  • Implement the Career Development Framework to ensure individuals have the right skills for the role: training, developing and implementing succession planning within the team to meet business needs
  • Manage and prioritise a complex workload for the team as a whole, to ensure optimum team performance, whilst maintaining or improving current employee satisfaction level as measured by the Global Engagement Survey (GES)
Supplier Management
  • Manage all 3rd party relationships (suppliers/vendors/contractors) to ensure provision of effective services, including PC hardware, IT consumables, outsourced installations services.  Ensure suppliers are delivering value for money within the terms of the contracts.
  • Initiates requirement for supplier tender/retender and consult with Accenture Procurement on tender process in order to work within procurement guidelines and the supplier management framework
  • Manage Service Review meetings to discuss service delivery and agree actions to maintain/improve service levels and financial performance 
  • Ensure direct report team have required skills and knowledge to enable effective supplier management
Business Planning
  • Understand strategy across Technology Services functions to enable a proactive and collaborative approach to business planning
  • Create, drive and deliver detailed annual and quarterly work plans for area, incorporating team, generic and global objectives/implications & innovations. Taking into account resources, skills, timescales, tools and budget in order to align function with AWS strategy
  • Prepare reports and presentations as required to communicate to management and stakeholders - progress made and future plans
  • Design templates that work for area to encourage an “only do it once” approach
  • Ensure project methodology is being included in strategic thinking, check enhancements are made and current documentation is regularly reviewed to ensure relevance and value
  • Identify opportunities to expand the customer base and promote change activity in order to create business efficiencies
Financial Management
  • Manage, monitor and report expenditure against forecast in order to achieve results within target and demonstrate financial control and compliance with Accenture's procurement and payment policies
  • Manage and monitor to ensure direct report team are applying best practice in financial management for the assigned service lines
  • Manage and audit the collation and presentation of monthly finance analysis to ensure accuracy
  • Review and analyse budget expenditure to ensure financial compliance, accountability and accuracy of spend proactively acting upon information
  • Accountable for the delivery of results to ensure they fall within agree perimeters of set budget for the financial year

What skills & experiences are we looking for :
  • Working knowledge of supporting Microsoft Windows operating systems (7 & 10) environment.
  • Working knowledge and hardware troubleshooting experience of laptop/desktop environments.
  • Working knowledge and troubleshooting of the Microsoft Office environment.
  • Working knowledge of hardware break/fix component replacement on laptops.
  • Good working knowledge of general technical troubleshooting skills.
  • Deployment and troubleshooting knowledge of Apple operating systems
  • Proficient in the use of Microsoft Office products to the following levels:
    •       Excel - Intermediate
    •       Word - Intermediate
    •       PowerPoint - Intermediate
    •       Microsoft Outlook - Intermediate
  • Understanding and use of ITSM Remedy/Service Now, or equivalent incident management toolsets.
Professional Accreditations (Preferable)
  • ITIL foundation level qualification
  • MCITP Windows 10 qualified
  • Apple Mac ACMT Certification
What’s in it for you?
All of our Operations professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialisation. We offer a variety of formal and informal training programs at every level to help you acquire and build specialised skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with others. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
On top of this, we have an extensive benefits package which includes 25 days’ vacation per year, gym subsidies, private medical insurance and 3 extra days leave per year for charitable work of your choice!
What are the next steps?
If this sounds like the ideal role, career and company for you, click below to apply.
About Accenture
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. Accenture drives innovation to improve the way the world works and lives. Visit us at
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity or any other basis as protected by applicable law.
Closing Date for Applications 31/08/2017
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

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