Support Team Leader

About itas     

Itas in 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. Creating 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, Sage Intacct, or 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.


• Ability to use Microsoft product suite including Excel, Work & 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