Service Operations Lead

💻 Service Operations Lead

Locations: Colombo

Dijital Team is an established technology services provider that delivers managed IT services and technical support solutions. The organisation values reliable service delivery, strong technical capabilities, and continuous improvement to ensure high-quality support for its clients.

About the Role

An established technology services provider is seeking an experienced Service Operations Lead to oversee and mentor a team of service desk engineers while driving hands-on technical service delivery in a Managed Services Provider environment.

What You Will Do

• Lead, mentor, and support service desk engineers to maintain high performance, conducting regular one-on-ones and performance reviews.
• Manage team workload distribution, resource allocation, and ticket queues to ensure efficient resolution within agreed service level agreements.
• Act as an escalation point for complex technical issues, providing hands-on troubleshooting and coordinating major incident resolutions.
• Maintain service quality standards through regular ticket reviews, documentation audits, and the development of operational procedures and knowledge base articles.
• Track team performance metrics and collaborate with internal stakeholders to implement operational best practices.

What You Need

• At least 3 years of experience working in a Managed Services Provider environment with previous experience leading or mentoring technical support engineers.
• Strong proficiency in Microsoft 365 administration, Microsoft Entra ID, Microsoft Intune, Exchange Online, Windows Server administration, and Active Directory.
• Solid understanding of networking fundamentals such as LAN, Wi-Fi, and firewalls, along with familiarity with RMM tools, ticketing platforms, and remote support systems.
• Excellent written and verbal English communication skills with strong troubleshooting and problem-solving abilities.
• Preferred familiarity with ConnectWise PSA, HaloPSA, endpoint security solutions, IT Glue, and ITIL Foundation certification.

Work Arrangement

• Full-time engagement with flexible remote work arrangements.
• Compensation paid in Australian Dollars, complemented by medical insurance, OPD coverage, home office setup and internet allowances, gym and wellness benefits, and certification reimbursements.

How to Apply

Apply through the organisation's careers page via the Apply button.

Contact Information

• Apply: https://jobs.lever.co/dijital-team-pty-ltd/108be4ae-735f-4237-9f8e-50297496c0cd

Dijital Team is an established technology services provider that delivers managed IT services and technical support solutions. The organisation values reliable service delivery, strong technical capabilities, and continuous improvement to ensure high-quality support for its clients.