Squad Leader — Driving High-Impact MSP Delivery

Ekco; Milton Keynes; On-site; GBP 65,000 - 90,000; 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 is restructuring its UK Managed Services into squad-based delivery and seeks a dynamic Squad Leader to steer a cross‑functional team of L1–L3 engineers aligned to key customers. You will work with TAM and SDM to deliver full service delivery, coaching team members and driving continual improvement.

Ideal candidates bring a track record of leading MSP teams, strong analytics, and a passion for high standards, accountability and customer success within a fast-moving environment.

Qualifications

• Proven experience leading operational teams in a customer-focused MSP or IT service desk environment.
• Strong coaching and development skills to drive high performance.
• Excellent analytical ability with data-driven decision making.
• Outstanding written and verbal communication for multiple stakeholder levels.

Responsibilities

• Lead, motivate and develop your squad of engineers.
• Own day-to-day squad performance: tickets, SLAs, quality, customer satisfaction.
• Serve as primary operational contact for customers and escalations.
• Manage service reviews and roadmap alignment with TAM/SDM.
• Drive continuous improvement and cross-squad knowledge sharing.

Skills

Leadership

MSP Experience

ITSM Platforms

Data Analytics

Stakeholder Mgmt

Tools

ServiceNow

Halo

Job description

Ekco is restructuring its UK Managed Services into squad-based delivery and seeks a dynamic Squad Leader to steer a cross‑functional team of L1–L3 engineers aligned to key customers. You will work with TAM and SDM to deliver full service delivery, coaching team members and driving continual improvement.

Ideal candidates bring a track record of leading MSP teams, strong analytics, and a passion for high standards, accountability and customer success within a fast-moving environment.