Job Title: IT Service Desk Manager
Location: London
Salary: Competitive
Job type: Full time, Permanent
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 customers’ existing technology investments.
In a few words, we take businesses to the cloud and back!
We have 350+ highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux & Ireland.
We are currently searching for a talented and experienced IT Service Desk Manager to join our dynamic and growing technical team based in London.
About the role
- Leading a team of 8-10, super bright, cloud services engineers and architects, to deliver,
- managed infrastructure services across both private cloud and public cloud (AWS/Azure) environments
- containerization services – managed Kubernetes
- consulting projects and
- 24/7 support for our cloud customers
- Collaboration with business units and stakeholders across the commercial and technical teams to support proposals and client solutions
- Review and set lead-time availability for managed services and program management of project delivery based on team workload
- Act as an escalation point for client issues and team problem resolution as needed
- Schedule requests, tickets and project work
- Lead regular stand-ups with both commercial and technical teams
- Hold regular management review meetings with the team
- Deliver KPI statistics and reports to customers and senior management team
- Help to build and maintain a Customer Satisfaction facility, within the helpdesk function, and report on this regularly to senior management
About you:
- Min 3-5 years experience working for a Managed Services Provider, delivering cloud solutions
- Proven track record of managing and growing a remote team with 2-3 years experience in a leadership role
- Proven track record of overseeing projects in the cloud services domain, working with multiple stakeholders across commercial, technical, and management teams
- Proven track record in building helpdesk management systems, KPI reporting and customer reports against service desk SLAs
- ITIL certified or well versed in the practice of v3./v4
- Experience in change management and approval processes
- Experience in working to ensure customer solutions and services comply with the relevant product standards and internal documentation (in accordance with ISO certification)
- Manage 24/7 technical support operations including management of an on-call rota
- High level of written and spoken English as well as high standard of documentation
Why Ekco?
- Ranked as Ireland’s 4th fastest growing technology company in the Deloitte Fast50 Awards
- VMware & Veeam top partner status
- Ekco are committed to cultivating an environment that promotes diversity, equity, 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
Employee perks
- Learning & development – Unlimited access to Udemy learning platform
- Time off – 25 days leave + public holidays
- x1 day Birthday leave per year
- Private Medical Healthcare with Bupa (post probation)
- A lot of responsibilities & opportunities to grow (also internationally)
- Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
Please click on the APPLY button to be redirected to the company’s page to complete your application.
Candidates with the relevant experience or job titles of: IT Services Manager, Senior Service Desk Engineer, Senior IT Technician, Senior IT Desk Support, IT Manager, ITIL Service Desk Manager, Senior Support Technician, Technical Support Manager, IT Support Engineer, Software Engineer, IT Systems Engineer, Cloud Support Engineer may also be considered for this role.
