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 in the 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. 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 Description The Infrastructure Team Lead will play a pivotal role in overseeing and mentoring our team of analysts. This role involves monitoring key performance indicators (KPIs), managing work orders, and ensuring that service level agreements (SLAs) are met consistently. The successful candidate will also participate in innovation forums and work closely with senior management to identify automation opportunities and address proactive issues. Key Responsibilities
Mentor analysts through one-on-one sessions and career roadmap development. Develop personalised career roadmaps for each analyst, outlining clear goals, skill development opportunities, and milestones. Provide continuous feedback and support to help analysts achieve their professional goals and reach their full potential. Regularly monitor KPIs using dashboards, ensuring tasks are completed efficiently and effectively. Monitor the workloads of analysts based on work order details. Maintain accurate and up-to-date work order information to ensure seamless operations. Provide work optimisation and guidance in line with the ITIL framework. Actively participate in innovation forums to contribute ideas for process improvements and automation. Routinely inspect processes and ways of working and engage with senior management to ensure the team is in a continuously-improving posture. Assist senior management in identifying opportunities for automation and addressing potential issues proactively. Key Skills
Proven experience in a supervisory or leadership role, preferably within an operations or analytics environment. Strong analytical skills with the ability to interpret data and make informed decisions. Experience with and knowledge of ITIL and COBIT methodologies. Excellent communication and interpersonal skills, with a focus on mentoring and team development. Proficiency in using dashboards and monitoring tools such as ServiceNow and PowerBI to track performance metrics. Ability to work collaboratively with senior management and cross-functional teams.
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Based in the UK, with offices globally in the 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. 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 Description The Infrastructure Team Lead will play a pivotal role in overseeing and mentoring our team of analysts. This role involves monitoring key performance indicators (KPIs), managing work orders, and ensuring that service level agreements (SLAs) are met consistently. The successful candidate will also participate in innovation forums and work closely with senior management to identify automation opportunities and address proactive issues. Key Responsibilities
Mentor analysts through one-on-one sessions and career roadmap development. Develop personalised career roadmaps for each analyst, outlining clear goals, skill development opportunities, and milestones. Provide continuous feedback and support to help analysts achieve their professional goals and reach their full potential. Regularly monitor KPIs using dashboards, ensuring tasks are completed efficiently and effectively. Monitor the workloads of analysts based on work order details. Maintain accurate and up-to-date work order information to ensure seamless operations. Provide work optimisation and guidance in line with the ITIL framework. Actively participate in innovation forums to contribute ideas for process improvements and automation. Routinely inspect processes and ways of working and engage with senior management to ensure the team is in a continuously-improving posture. Assist senior management in identifying opportunities for automation and addressing potential issues proactively. Key Skills
Proven experience in a supervisory or leadership role, preferably within an operations or analytics environment. Strong analytical skills with the ability to interpret data and make informed decisions. Experience with and knowledge of ITIL and COBIT methodologies. Excellent communication and interpersonal skills, with a focus on mentoring and team development. Proficiency in using dashboards and monitoring tools such as ServiceNow and PowerBI to track performance metrics. Ability to work collaboratively with senior management and cross-functional teams.
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