Squad Leader: High-Impact MSP Operations

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

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.