Audit Tech Support & Implementation Lead

Forvis Mazars in the UK; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Forvis Mazars in the UK is seeking an Audit Technology Support & Implementation Manager to lead the day-to-day operation of the ATT Support function, ensuring high-quality delivery across ATTs and serving as the escalation point between the support team and leadership.

You will coordinate onshore and offshore delivery, manage demand from audit teams, monitor metrics, and work with transformation, data analytics, IT and methodology to improve service, adoption, and scalability.

Qualifications

• Strong experience within audit, audit support or technology-enabled audit environments.
• Experience managing operational processes, support functions or service delivery models.
• Strong organisational skills with the ability to manage competing priorities and high volumes of work.
• Experience coordinating teams across multiple roles and locations, including offshore resource.
• Strong stakeholder management skills with the ability to engage across audit, technical and operational teams.
• Ability to manage and resolve complex issues, balancing technical and user considerations.
• Excellent communication skills, with the ability to translate complex issues into clear and practical messaging.
• Strong attention to detail and commitment to quality and consistency in service delivery.
• Data-driven mindset, with the ability to interpret performance metrics and drive improvement actions.

Responsibilities

• Oversee the day-to-day delivery of support across all ATTs, ensuring tickets are managed effectively and resolved within agreed service levels.
• Monitor incoming support demand and ensure appropriate triage, prioritisation and allocation of work across the support team.
• Act as the primary escalation point for complex issues, service risks and operational challenges, ensuring timely and effective resolution.
• Coordinate workload across onshore and offshore teams, ensuring effective utilisation of resources and alignment to demand.
• Work closely with Assistant Managers to oversee offshore delivery, ensuring quality, consistency and accuracy of responses provided to audit teams.
• Track and monitor support performance metrics, including ticket volumes, response times, resolution times and recurring issues.
• Provide structured, timely communication and regular reporting to Director of Audit Technology Support and Implementation on service performance, emerging risks, and key trends impacting ATT usage and adoption.
• Liaise with internal teams including Transformation, Data Analytics, IT and Methodology to coordinate issue resolution and support requirements.
• Manage relationships with third-party vendors and support providers, ensuring effective escalation and resolution of external issues.
• Ensure consistent and practical communication with audit teams, providing updates on issue status, timelines and resolutions where required.
• Identify recurring issues and root causes, driving actions to reduce repeat queries and improve overall service efficiency.
• Support the development and maintenance of knowledge bases, FAQs and standard guidance to improve user self-service capability.
• Drive continuous improvement in support processes, workflows and operating model, ensuring scalability as ATT adoption grows.
• Support onboarding of new ATTs into the support model, ensuring readiness, documentation and clear processes are in place.
• Support ATT implementation and rollout activity, ensuring alignment between deployment and ongoing support requirements.
• Contribute feedback into product and tool development based on user issues and support trends.
• Support delivery of training, drop-in sessions and guidance to improve user adoption and confidence.
• Assist in defining and refining service levels, support processes and operating frameworks for new tools.
• Contribute to broader Transformation initiatives where support insights can enhance delivery or outcomes.

Job description

Forvis Mazars in the UK is seeking an Audit Technology Support & Implementation Manager to lead the day-to-day operation of the ATT Support function, ensuring high-quality delivery across ATTs and serving as the escalation point between the support team and leadership.

You will coordinate onshore and offshore delivery, manage demand from audit teams, monitor metrics, and work with transformation, data analytics, IT and methodology to improve service, adoption, and scalability.