Squad Leader

Ekco; Greater London; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Time Off: 25 days annual leave

Birthday Leave

Company Pension Scheme

Employee Assistance Programme (EAP)

Pluralsight access

International progression

Job summary

Ekco, a security-first MSP and cloud solutions provider, is restructuring its UK Managed Services into squad-based delivery. We seek a Squad Leader to lead a cross-functional team of engineers, aligned with a TAM and SDM, delivering exceptional service and continual improvement.

You will own day-to-day performance, drive improvements, and maintain strong customer relationships, while shaping the squad for scalable growth and excellence.

Qualifications

• Proven experience leading or supervising operational teams within a customer-focused environment — an MSP or IT Service Desk background is strongly preferred.
• Strong ability to motivate and develop individuals to achieve high performance and engagement.
• Excellent written and verbal communication at all levels, including customer and technical stakeholders.
• Experience using enterprise ITSM platforms (ServiceNow, Halo, or equivalent) to manage operational performance.

Responsibilities

• Lead, motivate and develop your squad of engineers, creating a high-performance culture built on accountability, collaboration and continuous learning.
• Coach, mentor and support colleagues through regular one-to-ones, performance reviews and development activities.
• Own day-to-day squad performance, including ticket throughput, SLAs, quality and customer satisfaction.
• Act as the primary operational escalation point for customer, technical, and people-related matters; participate in Major Incident Manager rota.
• Report weekly and monthly on squad performance to senior stakeholders.

Skills

Team leadership

Operational management

Analytical skills

Communication skills

Stakeholder management

ITSM platforms

Tools

ServiceNow

Halo

Job description

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.

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 building something genuinely new. Ekco's UK Managed Services operation is restructuring from a single delivery model into a squad-based operating model — and we are looking for the people who will lead it from day one.

As a Squad Leader, you will be responsible for leading a dedicated cross‑functional team of L1, L2, and L3 engineers, each squad built around a defined set of customers and anchored by a key account. A TAM and SDM are aligned to your squad, giving you a full service delivery unit to lead, develop, and be fully accountable for.

Success in this role is not measured simply by operational metrics. It is measured by your ability to build a motivated, high‑performing team that consistently delivers excellent service whilst embracing continual improvement. The best Squad Leader will be the one whose team sets the standard others chase.

This role is dynamic and entirely yours to shape. We want Squad Leaders who bring real energy, hold themselves and their team to the highest standards, and have the ambition to make their squad the one everyone talks about. If that sounds like you, read on.

Day-to-day At Ekco

Lead & Develop Your Squad

• Lead, motivate and develop your team of engineers, creating a positive, high-performance culture built on accountability, collaboration and continuous learning
• Coach, mentor and support colleagues through regular one-to-ones, performance reviews and personal development activities — helping every individual reach their potential
• Set the tone: be the energy in the room, model the behaviours, and make your squad a place people are proud to be part of
• Support recruitment, onboarding and retention within your squad, contributing to effective workforce planning as the model grows
• Foster a culture where good is never good enough — only excellent will do, and the whole team knows it

Own Your Operational Performance

• Take full ownership of the day-to-day performance of your squad — ticket throughput, SLA adherence, quality, and customer satisfaction
• Monitor performance using data and management information to identify trends, address risks, remove barriers, and drive continual service improvement
• Ensure no ticket or piece of work gets left behind — your squad covers its ground completely
• Act as the primary operational escalation point for customer, technical and people-related matters, resolving issues professionally and in a timely manner
• Participate in the Major Incident Manager rota (approximately 1-in-6) and take ownership of incident response when required
• Report weekly and monthly on squad performance to senior stakeholders — owning the numbers, not just presenting them

Serve Your Customers

• Build trusted relationships with your customers at multiple levels — you are their primary operational contact and the face of Ekco service delivery
• Ensure customer incidents and service requests are managed consistently, with appropriate prioritisation, ownership and clear communication throughout the support lifecycle
• Lead service review conversations on performance, optimisation opportunities and roadmap alignment in partnership with your TAM and SDM
• Maintain a consistently high standard of communication, transparency and follow-through — customer expectations are set and met by your squad
• Act as the single point of contact for presales activity within your squad's domain, pulling in the right technical resources to support sales

Drive Continuous Improvement

• Identify and close process gaps within your squad; where processes do not exist, define them and share them across peer squads
• Champion a culture of improvement — constantly looking for ways to enhance service delivery, operational efficiency and the customer experience
• Promote quality across documentation, ticket management, customer communications and operational processes
• Ensure technical documentation is accurate, current and aligned to internal standards and compliance requirements
• Work closely with peer Squad Leaders and the 24/7 DOC to ensure seamless cross-squad service continuity
• Continually develop your knowledge of industry best practice and bring those insights back into your squad

About You

What you'll be responsible for:

You are a driven, operationally sharp leader with the personality to galvanise a team and the discipline to deliver results. You thrive in fast-moving environments, hold yourself to high standards without being told to, and genuinely want your squad to be the one others measure themselves against.

Essential Knowledge, Skills & Experience

• Proven experience leading or supervising operational teams within a customer-focused environment — an MSP or IT Service Desk background is strongly preferred
• Demonstrable ability to motivate, coach and develop individuals to achieve high levels of performance and engagement
• Strong understanding of operational service management, with the ability to balance customer expectations, team wellbeing and business priorities simultaneously
• Excellent analytical skills: comfortable interpreting operational data, MI and KPI dashboards to identify trends and drive improvement
• Highly organised with the ability to prioritise competing demands and make effective decisions in a fast-paced environment
• Excellent written and verbal communication skills, with confidence engaging effectively at all levels — from engineers to customer stakeholders
• Strong stakeholder management skills across technical and non-technical teams
• Experience using enterprise ITSM platforms (ServiceNow, Halo, or equivalent) to manage operational performance
• A proactive, solutions-first mindset with a focus on continuous improvement and operational excellence
• A commitment to delivering exceptional customer outcomes whilst maintaining the highest standards of quality and professionalism

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

• Company of the year 2026 Tech Excellence Awards
• Microsoft’s 2023 Rising Star Security Partner of the Year
• First Irish Microsoft MSP to achieve all four Microsoft Security Specializations
• 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.