Infrastructure Team Leader

Shirley, West Midlands
Acora

Acora Overview

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 cybersecurity capabilities.

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

Our Values

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.

Role Overview

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.

Job 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, Knowledge & Experience

• 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.

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.

Acora is 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