Service Desk Team Lead

About Ekco

Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe!

We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients' existing technology investments.

In a few words, we take businesses to the cloud and back!

We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux & Ireland.

The role

This role is for a customer focused Team Leader with a technical support background, ready to lead one of our Support Desk Teams! You will lead a blended team of 1st Line engineers to deliver remote desktop support to a subset of clients.

Liaising with Senior Management, you will ensure that a joined-up approach to service delivery is meeting client expectations and the Ekco Values. It's for these reasons we need to ensure that Customer Service is at the forefront of everything we do, with communication being the driving factor to meeting client expectations.

Key Responsibilities

• Manage a team of IT Engineers delivering remote IT Support
• Maintain service desk tickets in accordance with client SLA's
• Distribute, escalate and progress tickets where necessary through the ticketing system
• Manage and provide basic KPI's for the service desk to Senor Management on a monthly basis
• Produce knowledgebase articles to improve support your engineers
• Ensure regular one-to-one's take place with team members and HR related matters are resolved

Key Requirements

As you will be directly managing engineers who are the heartbeat of our business, your personal profile will shape the experience our clients receive. The below areas are key to us;

• A technical support background is mandatory (ideally in an MSP environment)
• Strong management skills
• Approachable and likeable - Always happy to help
• Customer centric with great people skills
• Proactive and positive approach to problem solving and client interaction
• An eye for data and detail; producing reports and identifying trends will be critical to the success of the role
• Ability to work under pressure and handle difficult situations
• Happy to work autonomously and ask for help when needed

The Setup

As agreed with your line manager, an office based shift matching below;

• Mon-Fri
• 07:00 - 16:00
• 08:00 - 17:00
• 08:30 - 17:30
• 09:00 - 18:00
• 10:00 - 19:00

Benefits/Perks

• Time off - 25 days leave + public holidays
• x1 day Birthday leave per year
• Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
• Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
• EkcOlympics - a global activity for fun!
• Learning & development - Unlimited access to Pluralsight learning platform

• A lot of responsibilities & opportunities to grow (also internationally)

Why Ekco

• Microsoft's 2023 Rising Star Security Partner of the year
• VMware & Veeam top partner status
• Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
• Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
• We recognise the value of internal mobility and encourage opportunities for internal development & progression
• Flexible working with a family friendly focus are at the core of our company values