Service Desk Team Leader

Posted 02/07/2024 by Acora

Solihull, West Midlands (County)

About Us:

We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.

Based in the UK, with offices globally USA, South Africa, Sri Lanka, Kuala Lumpur and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software and cloud solutions to over 300 ambitious mid-market organisations. And in response to our customers’ changing needs, and the growing threats we all face, we’ve massively strengthened our well-established cyber security capabilities. 

Our mission is to unleash the potential of people through amazing IT experiences.

Our Values

At Acora, 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. 

•  Be the best you can be

•  We do what we say 

•  Together we win

Service Desk Team Leader Role:

As the Service Desk Team Lead, you will be responsible for managing a service desk team, ensuring the delivery of excellent IT support to end users for a renowned legal firm. 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.

Key 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.

Key Skills:

•  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.

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.

Acora is 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!

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