Service Desk Team Leader

Job Title: Service Desk Team Lead 📝 Contract Type: Permanent Full-Time 💰 Salary: Negotiable DOE 🎁 Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme 🏢 Office Location/Working Policy: Onsite - London (5 days a week) 🕔 Working Hours: (Apply online only) 🕵🏻 What to wear: Smart Casual

The Role

As the Service Desk Team Lead, you will be responsible for managing a service desk team on site at one of our London clients, ensuring the delivery of excellent IT support to end users. In this role, you will be proactive in supporting and encouraging the team, making sure that morale is high, and that the workplace is enjoyable environment for the whole team to work in. You will be tasked with managing the performance of the team to ensure that every member of the team is productive along with managing internal SLAs to maintain service levels.

Role Responsibilities

• Day to day management of the helpdesk
• Lead the Service Desk team, providing guidance and direction to achieve departmental goals
• Performance management of Service Desk Analysts
• Responsible for recruitment and has a part to play in, induction, training, appraisal and one to ones
• Stay abreast of industry best practices and emerging technologies related to end user computing
• Required to take calls and actions tickets if & when necessary
• Dealing with client escalations
• Quality monitoring via ticket quality & phone quality checks to ensure compliance and a high standard of performance
• Tracking resolution of all open Service Desk incidents and service requests to ensure that Service Level Agreement targets are achieved and whenever possible exceeded

Skills, Knowledge & Experience

• Proven leadership experience, ideally within an MSP environment
• Strong expertise in Microsoft Teams, Windows operating systems, Citrix, and the Microsoft Office suite
• Sound understanding of IT security best practices
• Excellent troubleshooting and problem-solving skills
• Effective communication and interpersonal skills
• Ability to lead and motivate a team in a client-centric MSP environment
• Experience with cloud-based EUC solutions
• Familiarity with ITIL practices

About Acora

Acora are a progressive full-stack full-service business technology services partner, built for the AI era. Combining the capabilities of a Managed Service Provider (MSP), Managed Security Service Provider (MSSP), IT Consulting, Professional Services and Development company, Acora helps customers achieve breakthrough results - often quicker and at lower risk than they thought possible. We believe in a better working world, where our customers are confident to fully embrace the AI opportunity and generate economic impact.

Our Values

We’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.

• #1 BE THE BEST YOU CAN BE
• We challenge ourselves to raise our game each day. By embracing a mindset of growth, we continuously strive to improve ourselves, our ways of working, and the service we deliver to our customers.
• #2 WE DO WHAT WE SAY
• When we make a promise, we follow-through - no excuses. We don’t leave anyone hanging or walk away from challenges. Reliable and focused, we value clear communication to build trust and give customers, and colleagues, the confidence they can count on us every time.
• #3 TOGETHER WE WIN
• Business is the biggest team sport of them all. By communicating well, breaking down silos and staying aligned, we create clarity and focus. Strong relationships, shared goals and commitment make us a winning team - for each other and for our customers.

To be considered for this position, you must have full rights to work in the UK.

Equal Opportunities at Acora

Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need. We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.

Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team