Deskside Team Leader

# Applicant Portal:## Job Details:
Deskside Team Leader|  | Deskside Team Leader ||  |  || 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 ||  | 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.

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• 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.  
• If an urgent line management duty arises that you are unable to perform due to commitments at a client site, promptly inform your line manager to ensure appropriate follow-up.  
• 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 Service Now Knowledge Base (SNow KB).  
• Ensure lifecycle asset management processes are followed and audit readiness is maintained.  
• Take calls and action tickets when necessary to support team operations.  
• Provide technical support and guidance for the team.  
• Ensure you and all direct reports complete internal mandatory training and pass the required tests.  
• Stay current with industry best practices and…