Service Desk Team Leader

Join to apply for the Service Desk Team Leader role at Acora - IT, Cyber & AIJob Title: Service Desk Team LeadContract Type: Permanent Full-TimeSalary: Negotiable DOEBenefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance ProgrammeOffice Location / Working Policy: Onsite - London (5 days a week)Hours: (Apply online only)Dress Code: Smart CasualThe RoleAs the Service Desk Team Lead, you will manage a service desk team on site at one of our London clients, ensuring the delivery of excellent IT support to end users. You will proactively support and encourage the team, maintain morale, and provide an enjoyable working environment. Your responsibilities include managing team performance and internal SLAs to uphold service levels.Role ResponsibilitiesDay-to-day management of the helpdeskLead the Service Desk team, providing guidance and direction to achieve departmental goalsPerformance management of Service Desk AnalystsRecruitment, induction, training, appraisal, and one-to-onesStay abreast of industry best practices and emerging technologies related to end‑user computingTake calls and act on tickets when necessaryDeal with client escalationsQuality monitoring via ticket quality and phone quality checks to ensure compliance and high performance standardsTrack resolution of all open Service Desk incidents and service requests to ensure SLA targets are achieved or exceededSkills, Knowledge & ExperienceProven leadership experience, ideally within an MSP environmentStrong expertise in Microsoft Teams, Windows operating systems, Citrix, and the Microsoft Office suiteSound understanding of IT security best practicesExcellent troubleshooting and problem‑solving skillsEffective communication and interpersonal skillsAbility to lead and motivate a team in a client‑centric MSP environmentExperience with cloud‑based EUC solutionsFamiliarity with ITIL practicesAbout AcoraAcora is a progressive full‑stack full‑service business technology services partner, built for the AI era. We combine the capabilities of an MSP, MSSP, IT Consulting, Professional Services and Development company to help 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 ValuesWe’re proud to share the values we live by. They are not dusty abstract concepts. They define our culture and act as a promise to our customers and a constant challenge to ourselves to be Game‑Champions.#1 BE THE BEST YOU CAN BE – We challenge ourselves to raise our game each day, embracing a mindset of growth and continuously improving ourselves, our ways of working, and the service we deliver.#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.#3 TOGETHER WE WIN – Business is the biggest team sport. By communicating well, breaking down silos and staying aligned, we create clarity and focus.To be considered for this position, you must have full rights to work in the UK.Equal OpportunitiesAcora 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. #J-18808-Ljbffr