Deskside Team Leader

📌 Job Title: Deskside Team Leader

📝 Contract Type: Permanent Full-Time

💰 Salary: Up to £42,000

🎁 Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme

🏢 Office Location/Working Policy: Onsite

🕔 Working Hours: 0845 - 1730

🕵🏻 What to wear: Smart casual

The Role

Acora’s Deskside team provide onsite support to across the UK, they act as an escalation point from our remote Service Desk but also as a direct customer interface onsite, very much being seen as the face of Acora on a daily basis.

There are two facets to the role of UK Deskside Team Leader:

• Leadership - Overseeing the end-user support environment covered by your direct reports, ensuring high-quality IT service delivery that supports client productivity.

• Technical Support - Provision of onsite technical support either as direct cover for that customer or to provide backfill cover in the event of absence of a member of the deskside team. Whilst the focus for the role is around the leadership aspect, the percentage of time associated to provision of onsite support may change from one week to the next depending on demand.

Role Responsibilities

• Lead and manage a team of Deskside Support Analysts providing guidance and direction to achieve department goals
• Acts as deputy in the Deskside Manager’s absence
• Manage delivery of Service to ensure cover requirements are planned out / met and in the event of short notice absence coordinate / deliver backfill cover
• Conduct regular 1:1 face-to-face meetings with direct reports at client sites
• Manage performance of Deskside Support Analysts, including recruitment, induction, training and development
• Handle client escalations professionally and promptly
• Attend client sites to provide deskside support cover as required, sometimes at short notice to ensure continuity of Service
• When providing cover at a client site, during periods of low activity or when only low-priority tasks are present that do not impact the client, you are expected to use your discretion to continue with your Team Leader duties in a professional and unobtrusive manner
• When providing cover at a client site, you are responsible for monitoring the walking and standing areas around the DSA desk to proactively identifying users who may be seeking IT support and engage with them accordingly
• Actively monitor Deskside Dashboard queues to prevent ticket SLA breaches
• Monitor ticket quality to maintain compliance and high-performance standards
• Conduct CSAT follow-up reviews for all direct reports
• Create and maintain documentation in Microsoft Word and ServiceNow Knowledge Base (SNow KB)
• Ensure lifecycle asset management processes are followed and audit readiness is maintained.
• Ensure you and all direct reports complete internal mandatory training and pass the required tests
• Stay current with industry best practices and emerging technologies in end-user support
• Identify opportunities for process improvements and contribute to strategic initiatives

Key Skills, Knowledge & Experience:

• Excellent Customer Service

• Proven management experience, ideally within an MSP environment

• Experience with using Service Now or similar ticketing systems

• Experience of BeyondTrust, Lansweeper, Entra ID, Domain Admin, InTune, Azure, Splashtop, AutoPilot and SCCM

• 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 EUS solutions

• Familiarity with ITIL practices

The Interview Process

☎️ Screening call: Phone call with our recruitment team to assess your suitability for the role, but also if the role is right for you

🚀 First interview: A video call over MS Teams with the Hiring Manager + Team Member

🤝🏻 Second interview: Usually F2F interview onsite at one of our offices

About Acora

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.

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

At Acora, we live by three key and simple values that drive everything we do guiding our actions, shaping our culture, and ensuring we deliver excellence every step of the way.

#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!