Service Desk Team Lead – Bluecube Technology Solutions (Ekco)
We are looking for a skilled leader to manage our Service Desk team, ensuring high-quality support and strong client relationships.
Key Responsibilities
* Communicate with clients via phone and email.
* Manage incoming support tickets and the team queue.
* Represent the company’s culture and values.
* Ensure customer satisfaction through efficient communication.
* Liaise with field service, projects and sales departments.
* Troubleshoot tickets, tech‑check with Level 3 or SDM when needed.
* Communicate clearly with the on‑call team for smooth shift hand‑offs.
* Delegate tickets to team members using metrics and reports.
* Escalate to Level 1 and Level 2 engineers as required.
* Document ticket notes thoroughly.
* Mentor and train Level 1/2 engineers and new staff.
* Coordinate with clients and 3rd‑party vendors.
* Work toward weekly goals set by the Service Delivery Manager.
* Maintain client data integrity and security during troubleshooting.
* Document changes and processes in the company knowledge base.
Requirements
* Excellent oral and written English communication skills.
* Strong business ethics and integrity; treats people with respect.
* Team‑building ability and problem‑solving skills.
* College diploma (three‑year) preferred, ideally in IT or related field.
* Minimum 5 years of experience as a service desk engineer.
Experience
• Proven knowledge of a ticketing system and RMM system.
• Experience with Office 365, Hyper‑V, and Active Directory.
• Background in Windows and Mac desktop/server operating systems.
• Exposure to network and networking hardware.
IT Skills
* Configuration and troubleshooting of Windows and Mac OS.
* Mobile device mail configuration and MFA setup.
* Administration of Office 365, Hyper‑V, Active Directory, and MS Office.
* Telecoms solutions design, configuration, and troubleshooting.
* Knowledge of networking hardware: switches, wireless access points, firewalls, routers.
* Peripherals: docks, mice, keyboards, monitors.
* Windows Server OS administration and virtualization.
Benefits & Perks
* 25 days leave + public holidays.
* One birthday leave per year.
* Company pension scheme (5 % employer contribution).
* Employee Assistance Programme (mental health & wellbeing support).
* EkcOlympics – global activity for fun.
* Unlimited access to Pluralsight learning platform.
* Opportunities for growth, including international expansion.
Why Ekco
* Microsoft’s 2023 Rising Star Security Partner of the year.
* VMware & Veeam top partner status.
* 4th fastest growing technology company in the Deloitte Fast50 Awards.
* Commitment to diversity, equality, inclusion, and belonging.
* Internal mobility and flexible working with a family‑friendly focus.
Job Attributes
Seniority level: Mid‑Senior level.
Employment type: Full‑time.
Job function: Information Technology.
Industries: IT Services and IT Consulting.
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