IT Service Lead

Who we are

Here at MHA, we take the time to create great relationships with our clients to become not just their trusted advisers, but valued partners that face the future together. 

As a Top 15 firm of chartered accountants, tax and business advisers, we work in partnership with clients ranging from entrepreneurs and individuals to multi-national corporations. We work together to navigate an ever-changing business world and proactively identify the opportunities that tomorrow presents. 

Leveraging our national network of offices, we offer a comprehensive range of financial and business strategy services to clients across the UK, enabling them to achieve profitable growth and build sustainable long-term success. 

As a member of Baker Tilly International, we have a global reach that allows us to offer our insight and expertise wherever our clients need us to be. We believe this makes us a national and international partner of choice for entrepreneurs and multi-national enterprises across the world. 

Our agile and responsive approach means we are always on hand to have the right conversations about with clients at the right time, allowing us to identify their goals and business needs both now, and in the future.

Purpose of the role

The co-ordination and assurance of all IT Services, ensuring high quality, consistent, professional and service level driven support is delivered to the MHA staff and partners (customers).

The role of the Service lead is to provide outstanding service to our customers. Focusing on your aligned region, offices and customers to gain a deep understanding of their ways of working and ensuring that IT services deliver an exceptional experience.

Working closely with the Head of Service, lead in the delivery of an IT service that is reliable, resilient, scalable, and secure, continually improving the customer experience while adhering to policies and standards.

Proactively contribute to the service improvement plan and take ownership for your region.

Work with the Head of Service to monitor the service delivered by our IT service providers, ensuring that there is a seamless approach to service and a relentless drive to delight our customers.

Build great relationships with our key customers in your region and become known as the 1st point of escalation for any service queries. Where complaints do arise, ensure that the Head of Service is informed promptly.

Work with the Head of Service to create a customer engagement plan for your region. The primary focus is to continuously improve services through efficiency, saving time and removing frustration. Using your own knowledge and detailed analyses of tickets and current trends to identify and drive opportunities for improvement.

A key part of the role is to help our customers to achieve value from IT through improved understanding of the tools available. Through the delivery of workshops, knowledge materials and focused communications. You will be expected to tailor these to the specific needs of your region, offices and customers.

In your role you will monitor the support queues for your region and ensure that expectations are being met or managed. You will not personally fix each ticket, but you will be responsible for progress and escalation where necessary. You will understand the business priorities and ensure that timely resolutions are found.

You will provide direct support for applications and some workplace systems. Working with the Customer Support Analysts you will ensure that these tickets are kept updated, prioritised and resolutions documented.

This role primarily focuses on our central and northern regions. As a high-presence role, time with customers is key and weekly travel will be required. As part of the IT service team, you will at times be providing services nationally both remotely and in person across our UK offices and to remote based people around the world.

Qualification and Essential Skills

Qualifications:

• ITIL Foundation desirable.
• Technical Certification such as CompTIA or equivalent desirable.

Essential skills:

• Several years’ experience in a customer facing IT role.
• Skilled in the creation and delivery of customer focused presentations and communications.
• Experience working within an IT Managed Service (outsourced) environment.
• A high level of general knowledge of end user technologies, e.g. PC’s, Audio Visual, Mobile Phones, Telephone systems.
• Experience working with ITIL service and support processes.
• Strong analytical and diagnostic skills for problem resolution and root cause analysis.
• A broad understanding of technology and a good level of awareness of technical concepts.
• Excellent knowledge of Microsoft products.
• Any experience supporting relevant business applications would be an advantage.

Main responsibilities

Ensure that all the Service to your region, sites and customers are delivered in a customer centric manner that is also secure, efficient and cost-effective. The activities associated with this include: -

• Help our customers with questions and allow them to get the most out of our systems by resolving their issues so they can focus on what is important.
• Provide high quality support to customers by email, phone and in person.
• Be proactive in the support of office IT equipment including meeting room technologies, perform daily checks to ensure these systems continue to function without causing frustration.
• Resolve 2nd line application issues and manage the escalation to 3rd line support where necessary.
• Take ownership of several service processes and lead on the delivery. These will be agreed with the Head of Service and will be divided with the other Service Lead. They may include Procurement, Problem Management, Service Improvement, Change Management, Knowledge Management, Training, and others.
• Providing a point of escalation to ensure issues are managed efficiently and proactively ensuring minimum impact on staff that use the IT Services.
• Work with regional business champions to ensure that a positive message is given to all and dealing with any dissatisfaction in a professional and positive manner.
• Build strong relationships with our IT Managed service providers ensuring that we work as one team in the interest of the customer.
• To be considered, professional and objective at all times.
• Work with the Head of Service to build and implement a service improvement plan that delivers measurable improvements in service and raises the perception of customers.
• Ensure that the Service Documentation and Processes that support the services are up to date and an accurate representation of the environment.
• Actively contribute to knowledge and communications by personally producing new articles on a weekly basis and ensuring that the team also delivers to a high standard.

What we can offer you

• Genuine work life balance. 
• Accredited Investor in People. 
• New and improved programme for Succession planning and supportive management structure to help you realise your potential. 
• Up to 33 days holiday including bank holidays, plus the opportunity to buy up to 5 days. 
• Competitive salary. 
• Amazing employee referral scheme, paying up to £4000 for a successful referral. 
• Paid CSR time. 
• Car lease scheme. 
• And more! 

Our application form takes just a few minutes to complete and includes some diversity questions. MHA is a committed member of Access Accountancy and as such, we track our diversity stats and actively work to improve on these, year on year, looking at new ways to promote our roles to the widest audience. Any data collected is fully anonymised before sharing with any external parties, as per our Data Protection Policy and is not visible to hiring managers or used in any way during the selection process.

Our application form takes just a few minutes to complete and includes some diversity questions. MHA is a committed member of Access Accountancy and as such, we track our diversity stats and actively work to improve on these, year on year, looking at new ways to promote our roles to the widest audience. Any data collected is fully anonymised before sharing with any external parties, as per our Data Protection Policy and is not visible to hiring managers, or used in any way during the selection process.