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IT Support Team Leader

Job Location: London

Regional Description: United Kingdom

Job Number: 00621077


- Job description

Role: IT Support Team Leader
Location: London
Travel: Occasional when required
Salary: £34,000 - £50,000+ (depending on experience)
Job Reference: 00621077
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?
Responsible for the day to day operational management of the London and Manchester Technology Support functions which provide first, second and third line IT support for the workstation environment.
  • Ownership and management of effective operational IT incident, problem and service requests functions within team, successfully driving resolution and root cause analysis across team within SLA’s, liaising with wider teams both local and global where necessary.
  • Act as key escalation point for the London and Manchester support teams, providing guidance and support in driving resolutions for IT problems.
  • Production, analysis & presenting of reports on a monthly basis, to identify, risks, issues and service improvement opportunities.
  • Management and co-ordination of IT support for events such as new joiner inductions, VIP meetings and VC events when required.
  • Awareness and effective support provision for bespoke support requests and projects.
  • Act as subject matter expert for workstation support services for venture and acquisition projects, ensure the right services are positioned according to policy and delivered within appropriate timeframes and framework.
  • Ensure good knowledge of product and services delivered from area of responsibility.
  • Demonstrates a deep understanding of core CIO IT Products and Services within your aligned area (Security, Core Architecture, Workstation Technology and Collaboration, End User Services, Digital Workplace).  Is aware of pricing, eligibility and best practice use and is able to advocate this seamlessly to customer group.  Helps shape the products and services, provides feedback based on customer feedback requirements and own experience and knowledge.
Asset Management
  • Ownership and effective management of asset management activity across team, ensuring activity across team links in with wider asset management policies, processes and requests.
  • Ownership and management of effective stock requirements for required IT assets within team.
  • Manages Accenture provisioned IT assets and equipment, working to agreed processes, polices and security standards using knowledge of internal service operations and business requirements.
Customer Services
  • Build good trust based relationships with key customers & customer groups.  Ensuring that two-way feedback is maintained relating to our products, services, and current customer priorities.  Work with these contacts to identify opportunities for service improvements.
People Developer and Relationship Management
  • Provide effective management of direct reports, communicate effectively to ensure optimum performance and morale.
  • Lead motivate and support direct reports to ensure the highest level of delivery of services to customers.
  • Ensure that all HR requirements for direct reports are carried out on time and in full to meet company procedures.
  • Assist Enablement Associate Manager in recruiting new staff following correct procedures to ensure a professional image of Technology Services is presented at all times.
  • Regularly hold 1-1 meetings, personal engagement analysis in order to grow and develop skills, capabilities and careers of direct reports.
  • Ensure direct reports are performance managed to a high standard, following Accenture’s performance management process requirements across the performance year.
  • Assist the Enablement Associate Manager in implementing 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.
  • Ensure direct reports have an active and relevant training development plan and are conducting agreed training throughout the year.
  • Ensure effective team collaboration across teams both locally and globally.
  • Work alongside team lead to assist in providing effective financial forecasting, spend and variance analysis for area of responsibility.
Proactive Support and Value Add
  • Be a key owner and change agent towards continued process excellence initiatives within the team.
  • Maintain understanding of and champion IT Services, functions and costs relating to the workstation environment.  Be able to apply this information at point of customer interaction
  • Ensure team proactively takes part in new product and service pilots both globally and locally
  • Document processes and make suggestions, where appropriate, to improve them, ensuring they are relevant and up to date for the tasks associated to the role.
  • Keep abreast of and update the team on new technologies and innovations in the PC environment, internally and externally to the business.
What skills & experience are we looking for?
Technical Skills
  • 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.
 People and Performance Management
  • Experience of providing effective management of all assigned staff, ensuring they are performance managed to a high standard. 
  • Ensure poor performance is managed in an effective and timely manner, coach individuals and teams on a regular basis to deliver improved performance and engagement
  • Effectively delegate operational and project based workload between direct reports.
  • Provide meaningful and realistic career planning, development and counseling
  • Identify training and development needs, implementing effective training & development plans
  • Ensure effective succession planning takes place
  • Recognise good performance and ensure this is developed.
What academic qualifications do you need?
Professional Accreditations
  • ITIL foundation level qualification
  • MCITP Windows 10 qualified
  • Apple Mac ACMT Certification
What’s in it for you?
All 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.
If relocation is required in applying to this position, the appointment to the role would be considered an employee driven transfer meaning that the employee will be personally responsible for covering all relocation costs and any costs associated with dependents.
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 01/12/2018
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

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