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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
As a Technical Manager, you will play a pivotal role in leading and managing a team of IT professionals within a Managed Service Provider (MSP) environment. You will be responsible for overseeing day-to-day operations for one of Ekco's key customers, ensuring the consistent delivery of high-quality IT services and driving continuous improvement in technical processes. The ideal candidate will have a robust background in IT infrastructure, experience working with enterprise customers in an MSP setting, and proven leadership abilities.

Key Responsibilities

Team Leadership and Development:

* Lead, mentor, and develop a team of IT engineers, fostering a collaborative and high-performance culture.

* Conduct regular performance reviews, provide constructive feedback, and identify professional development opportunities.

* Coordinate team activities, manage workloads, and ensure resource allocation aligns with the customers’ needs and service level agreements (SLAs).

* Oversee the delivery of technical support and managed services to the customer, ensuring SLAs and key performance indicators (KPIs) are consistently met.

* Collaborate with other technical teams, project managers, and account managers to ensure seamless service delivery and customer satisfaction.

Technical Expertise and Innovation:

* Act as an escalation point for complex technical issues, providing guidance and resolution strategies.

* Maintain up-to-date knowledge of industry trends, emerging technologies, and best practices in IT service management.

* Lead the implementation of new technologies and processes that improve service efficiency and quality.

* Ensure the team follows standard operating procedures (SOPs) and industry best practices in troubleshooting, maintenance, and system upgrades.

* Lead and enforce the consistent application of ITIL-based change request processes, ensuring all changes are properly documented, assessed for risk, approved, and communicated to relevant stakeholders.

Client Relationship Management:

* Build and maintain strong relationships with key customer, acting as a trusted advisor for their IT needs.

* Participate in client meetings, providing technical insights, and ensuring alignment between customer expectations and service delivery.

* Assist in the development of proposals and solutions for the customer, leveraging technical expertise.

Operational Excellence:

* Monitor and manage the performance of customer services, proactively identifying and addressing potential issues before they impact customer.

* Lead incident management efforts, ensuring timely resolution of service disruptions and effective communication with stakeholders.

* Drive continuous improvement initiatives, including the optimization of processes, tools, and technologies used by the technical team.

Compliance and Security:

* Ensure all IT operations comply with relevant industry standards, regulations, and best practices, particularly concerning data security and privacy.

Key Requirements

As a direct manager of our engineers, who are the core of our business, your leadership will significantly influence the customer’s experience. Your technical expertise and interpersonal skills will be crucial in shaping positive outcomes for both the team and our customer.

* Extensive Technical Expertise: Proven technical experience in previous roles, demonstrating the ability to guide and mentor a team of engineers.

* MSP Experience: Prior experience working within a Managed Service Provider (MSP) environment, understanding the unique demands and expectations of MSP customers.

* Enterprise-Level Engagement: Experience working with enterprise customers, ensuring the delivery of tailored solutions that meet complex business needs.

* Strong Leadership: Demonstrated management skills, with the ability to inspire, lead, and develop a high-performing team.

* Personable and Approachable: A friendly, approachable demeanor, always ready to support your team and customers with a positive attitude.

* Customer-Centric Focus: Exceptional people skills, with a focus on delivering excellent customer service and fostering strong customer relationships.

Key Technology Skills

Strong Experience with: Windows Server: Advanced Active Directory management, including ADFS, Group Policy and Domain Management, DHCP, DNS, and NPS configuration and administration. Virtualization Technologies: Expertise in VMware and Hyper-V environments. Citrix Solutions. NetApp Storage Systems. VxRail Hyperconverged Infrastructure. Veeam Backup and Replication

Experience with:

Microsoft Azure, Modern Workplace Solutions: Intune, SharePoint, Exchange, Microsoft Defender, and other M365 tools, Microsoft On-Premise Solutions: Exchange, SharePoint, etc., Windows Desktop Environment, PowerShell Scripting, Commvault Data Protection and Management