Support Team Leader

Support Team Leader Role:

You will be responsible for managing your own case queue and ensuring customer SLAs are met, whilst supporting your team members with technical help and guidance to ensure you achieve SLAs as a group. You will be able to spot opportunities within your team to make improvements to the overall customer experience and implement enhancements to customers' systems.

Key Responsibilities:

• 2nd line case management
• Answering overflow telephone calls from customers with technical problems/queries
• Resolving cases raised from the proactive monitoring system
• Managing escalations within your team
• Completing project work
• Attending customer meetings
• Highlighting and identifying customer improvements to the Account Manager and other departments
• Analysing team ideas to present internally
• Completing quarterly 1-1s and developing team members
• Completing annual performance reviews
• Liaising with other Support Team Leaders to share knowledge on any customer enhancements

Key Skills

ESSENTIAL

• GCSE English C grade (or equivalent) and above
• GCSE Maths C grade (or equivalent) and above
• CompTIA A+
• CompTIA Network+
• Microsoft Certified Associate
• Full clean Driving License

DESIRABLE

• GCSE Information Technology C grade (or equivalent) and above
• ILM Level 3

About Us

Acora is the UK's number-one managed service provider also ranked in the top five globally, it serves mid-market customers (500-5,000 users) across the world in a wide range of industries and sectors with over 300 clients by our side.

Acora has its Head Office in Burgess Hill, West Sussex as well as other locations in the UK and globally including Bletchley, London, Solihull, Bath, Cape Town and Kuala Lumpur. We have recently joined forces with Secrutiny and Computer Service Centre taking our total group staff numbers to over 500 and adding Bournemouth, Newbury and Norwich to our office locations.

Privacy Policy

In general, you can visit Acora online without telling us who you are or revealing any information about yourself. There are times, however, when we may need information such as your name and e-mail address, to correspond with you and fulfil your request. Acora is fully compliant with the General Data Protection Regulation 2016.