Service Desk Team Lead

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Job description

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

The Service Desk Team Leader will play a critical role in overseeing the day-to-day operations of the Service Desk team. They will be responsible for ensuring the smooth delivery of first and second line support services, maintaining service levels, and acting as the first escalation point for both customers and team members. The role requires a blend of leadership, technical knowledge, and customer service skills to manage and mentor a team of Service Desk Engineers, while ensuring high levels of client satisfaction and operational efficiency.

Key Responsibilities

• Lead, coach, and mentor a team of first and second line service desk engineers, providing guidance, training, and support.
• Coordinate daily operations, assign tasks, and ensure proper ticket management and prioritisation.
• Manage team performance through regular 1:1s, stand-ups and feedback sessions.
• Be a point of technical escalation for you team, colleagues and the customer.
• Ensure incidents, requests, and escalations are resolved within agreed SLAs and to a high standard.
• Monitor ticket queues to ensure workload is balanced, and appropriate resources are allocated to priority issues.
• Collaborate with other departments (eg, Networks, Platform or Modern Workspace) to ensure efficient resolution of complex issues.
• Actively manage customer feedback, identifying trends, and implementing improvement initiatives.
• Develop and maintain a knowledge base to ensure that all service desk engineers have access to pertinent documentation to support the customer.
• Track and report on key performance metrics (KPIs) including ticket resolution times, customer satisfaction, and SLA compliance.
• Provide regular reports to your line manager and Service Delivery Manager on team performance, challenges, and areas for improvement.
• Identify areas for automation and ITSM toolset enhancement.

Key Requirements

• Proven experience in a Service Desk or IT Support role, ideally with leadership or supervisory responsibilities.
• Strong technical background, with experience supporting a range of IT systems and platforms (Windows, Microsoft 365, networking, etc.).
• Strong leadership and people management skills, with the ability to motivate and develop team members.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
• Familiarity with the ITIL framework and best practices.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Experience with ServiceNow or other similar ITSM tool
• Strong customer service ethos and a commitment to delivering high-quality support.

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

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