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 Role

We are seeking an experienced Service Desk Manager to join our growing Group IT team. Ekco is an MSP providing technical services to clients. Group IT provides technical services to Ekco itself.

You will join a growing team to support Ekco’s operations in South Africa, and across the wider global business. This is a hybrid role with a successful candidate stationed at our Cape Town office, at least three days a week.

Reporting to the Group IT Manager, you will be responsible for Group IT’s Service Desk operations. The Group IT Service Desk supports over a 1000 staff across 5 regions and as such this will be a role with high visibility.

While your focus will primarily be on the operation of the team, you will also be required to be hands on, setting a high standard with your own tickets. This will be particularly true at the start of the role as you build a relationship with the team, and learn the business and our technology stack.

Day-to-day at Ekco:

• Be a primary escalation point to the business for Service desk related issues. You will need to be able to be fair, pragmatic but also firm in these situations setting realistic expectations.

• Coordinate with other teams and stakeholders to ensure smooth cross-team processes.

• Coach, mentor, and be a primary escalation point for your direct reports on the Service Desk. The team is spread across Malaysia, Ireland and United Kingdom.

• Balance workload across the team helping coordinate members working on different shifts.

• Review the teams and individual KPIs on a regular basis and hold the team to account.

• Work with the Technical Director and Engineering team to tackle (ITIL) Problems, deal with major incidents and suggest areas where the team can operate more efficiently.

• Manage your tickets with the highest quality of triaging, notes, communication, and customer service. You will need to set the standard.

• Lead on maturing Group IT’s Service desk operations setting SLAs, and improving processes and documentation.

• Provide occasional hands-on support in our Cape Town office, and manage the provisioning of endpoint hardware for our Cape Town colleagues.

• Assist with the technical management & support of our Cape Town office.

What we are looking for:

• You must hold high standards for Service Delivery and Customer Service.

• Strong technical basis to a 2nd Line level.

• Experience working in an ITIL aligned team. If not already, you will be required to complete ITIL Qualifications.

• Confident using Modern Workspace technologies like M365, Intune, Windows and macOS.

• Experience with tradition and public cloud-based infrastructure like Azure, Windows Server and Active Directory.

• Fundamental Networking knowledge (Switching, Firewalls, connectivity troubleshooting etc)

• Ability to learn and research new concepts and technologies independently.

• Excellent professional English communication skills, both verbal and written.

• 3+ years of experience on the Service Desk.

• 1+ years of experience with management/team lead responsibilities in a technical role.

• Team player.

Desirable:

• ITIL and other technical qualifications.

• Degree in technical or related field.

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 progression

Why Ekco

• ⭐️ Microsoft’s 2023 Rising Star Security Partner of the Year
• 🚀 First Irish Microsoft MSP to achieve all four Microsoft Security Specializations
• 🏅 Ranked 4th fastest-growing technology company in the Deloitte Fast50 Awards
• 🌈 A culture rooted in diversity, equality, inclusion & belonging
• 🎉 A commitment to internal mobility and career progression
• ✨ Flexible, family-friendly working at the heart of our culture
• 🔐 Proud to be your trusted security-first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.