Service Desk Team Lead

About Ekco🚀 Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider. IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale.We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments.☁️ In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.🌍 Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow.At Ekco, how we work matters as much as what we deliver. Our people live by four core values that shape everything we do:On It: We take ownership, follow through, and get things done.All In : We collaborate, support each other, and commit fully to shared goals.Connected: We build trusted relationships with colleagues, clients, and partners.Hungry to Grow: We stay curious, keep learning, and push ourselves to the next level.🏠If these values resonate with you, you’ll feel right at home here.The RoleWe are seeking an experienced Team Lead to join our team to support our service desk team. This role will focus on mentoring our Level 1 and Level 2 engineers as well as liaising with clients and 3rd party vendors. Responsibilities: • Mentor and train Level 1 and Level 2 engineers and new staff members when they join the team.• Coordinate with clients and 3rd party vendors.• Manage the incoming support tickets.• Manage and delegate the support tickets for your team while using metrics and reports on ticket data.• Troubleshoot support issues, tech check and escalate tickets when necessary.• Coordinate with clients and 3rd party vendors.• Reflect and represent the company's culture and values in all job responsibilities.• Ensure customer satisfaction with efficient communication to clients and vendors.• Liaise with field service, projects and sales department when required.• Clear communication to the on call team to ensure smooth transition of tickets between shifts.• Coordinate with clients and 3rd party vendors.• Ensure client data integrity and client security during troubleshooting of tickets.• Document changes and processes in our documentation solution when required. Key Requirements• Communication, Oral - Speaks English clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.• Communication, Written - Ability to communicate in writing clearly in English and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively. Clearly document everything that is created.• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.• Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.• College Degree (Three-year college or technical school) Preferred, Field of Study: IT or related technical field is an advantage.Experience:Minimum of 5 years’ experience as a service desk engineer. Proven knowledge of a ticketing system and RMM system.Experience working with Office 365, Hyper-V and Active Directory. Proven experience with Windows and Mac desktop and server operating systems.Experience working with networks and networking hardware.IT Skills:• Knowledge of Windows and Mac OS – Configuration and troubleshooting• Knowledge troubleshooting mobile devices for mail configuration and MFA setup.• Administration of Office 365, Hyper-V, Active Directory and MS Office.• Knowledge of networking hardware; switches, wireless access points, network firewalls and routers.• Knowledge of peripherals used by our clients. Docks, mice, keyboards, monitors etc.• Knowledge of networking principles, administration of firewalls and other networking equipment.• Administration of Windows Server OS’ and virtualization.Benefits / Perks• ☀️ Time Off: 25 days annual leave + public holidays • 🎂 Birthday Leave: One extra day off to celebrate • 💰 Company Pension Scheme • 📞 Employee Assistance Programme (EAP) for wellbeing support • 🏃‍♀️ EkcOlympics: Global team activity challenges • 📚 Unlimited access to Pluralsight for continuous development • 🌱 Real opportunities to grow, including international progressionWhy Ekco🏅 Company of the year 2026 Tech Excellence Awards⭐️ Microsoft 2023 Rising Star Security Partner of the Year🚀 First Irish Microsoft MSP to achieve all four Microsoft Security Specialisations🌈 A culture rooted in diversity, equity, inclusion, and belonging🎉 Strong commitment to internal mobility and career progression✨ Flexible, family‑friendly working at the heart of our culture🔐 A trusted, security‑first MSP helping organisations scale smarter and stay ahead of risk