Cloud Support Manager
4 days ago
We are seeking a skilled Cloud Support Manager to join our team at Ekco. As a key member of our operations, you will oversee the day-to-day activities of our Service Desk team and ensure the smooth delivery of first and second-line support services.
This role requires strong leadership, technical knowledge, and customer service skills to manage and mentor a team of Service Desk Engineers while maintaining high levels of client satisfaction and operational efficiency.
Responsibilities:
- Lead, coach, and mentor a team of first and second-line service desk engineers.
- Coordinate daily operations, assign tasks, and ensure proper ticket management and prioritization.
- Manage team performance through regular 1:1s, stand-ups, and feedback sessions.
- Evaluate and implement process improvements to optimize the Service Desk's efficiency and effectiveness.
- Collaborate with other departments to ensure efficient resolution of complex issues.
Requirements:
- Proven experience in a Service Desk or IT Support role, ideally with leadership responsibilities.
- Strong technical background, with experience supporting a range of IT systems and platforms.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
- Familiarity with the ITIL framework and best practices.
What We Offer:
- An estimated salary of £45,000 - £55,000 per annum, depending on experience.
- A competitive benefits package, including 25 days' annual leave, company pension scheme, and employee assistance program.
- The opportunity to work for a fast-growing technology company with international growth opportunities.
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