24/7 Manager

Ekco; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A cloud solution provider is looking for a Service Desk Manager to lead the 24x7 Service Desk team. The role involves mentorship, performance monitoring, and ensuring SLA adherence. Candidates should have over 5 years of experience with Microsoft technologies including Microsoft 365 and a strong understanding of ITIL processes. The ideal candidate will demonstrate excellent leadership and time management skills while managing both day and night shifts.

Qualifications

• 3+ years of experience in a leadership or management role.
• 5+ years of experience supporting various Microsoft technologies.
• Strong experience with ITSM and reporting tools.

Responsibilities

• Oversee the delivery of the 24x7 Service Desk team.
• Conduct regular 1:1s and provide mentorship.
• Monitor workload distribution and SLA adherence.

Skills

Leadership

Microsoft 365 administration

ITIL processes

Problem solving

Client interaction

Tools

Microsoft Exchange

VMware

Job description

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, South Africa, Malaysia & Ireland.

About the Role

As the 24/7 Manager of the 24x7 Service Desk, reporting to the Technical Delivery Director, you will be accountable for the strategic leadership, operational performance and service delivery of the 24/7 Service Desk. This role provides leadership, guidance and mentoring to multiple tiers of support, driving customer satisfaction and alignment to business goals. Due to the nature of the 24x7 Service Desk operations, there will be a requirement for you to carefully manage your working hours, ensuring that both day and night shift workers have the support and guidance that they require.

Key Responsibilities

• Reporting to the Technical Delivery Director, oversee the delivery of the 24x7 Service Desk team.
• Direct line management of the 24x7 Service Desk team, conducting regular 1:1s and providing mentorship, guidance and coaching.
• Monitor workload distribution, ticket queues and shift coverage to ensure SLA adherence.
• Drive a culture of commitment, collaboration, connectedness and growth.
• Support workforce planning, recruitment and growth planning for the Service Desk team, assisting with onboarding, training and offboarding of team members.
• Identify, implement, track and report on KPIs and metrics by the Service Desk team, taking accountability of overall team performance.
• Ensure opportunities for continuous improvement, automation and standardisation are identified, implemented and reported on.
• Collaborate and coordinate with other teams in all regions to ensure integrated and holistic service delivery.
• Represent the Service Desk team in leadership meetings and strategic planning sessions.
• Build strong relationships with internal and external stakeholders.

Essential Skills & Experience

• 3+ years of experience in a leadership or management role
• 5+ years of experience supporting our technologies, including:
  • Microsoft 365 administration and licensing
  • Microsoft AVD & Remote Desktop
  • Microsoft Active Directory & Entra ID
  • Microsoft Exchange & Exchange Online
  • Microsoft Intune & Group Policy
  • Microsoft SharePoint and OneDrive
  • Microsoft Teams
  • End-user Devices and Desktops
  • On-Premise Networking
  • VMware
• Demonstratable and solid understanding of ITIL processes and service management frameworks
• Proactive and positive approach to problem solving and client interaction
• Strong experience with ITSM and reporting tools

Desirable

• Experience of virtualised Microsoft environments
• Service Desk Manager certification
• ITIL Foundations certification
• MS-900 certification

Personal Qualities

• Resilient to change
• Takes pride in providing a high level of service
• Strong attention to detail
• Ability to work under pressure and handle difficult situations
• Impeccable time management skills with the ability to prioritise effectively