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Service Operations Lead

9 hours, 3 minutes ago
Sri Lanka
Full-time
Lead
Operations Manager
Customer and Technical Support
Active Directory Windows Server
Apply Now
Dijital Team

Dijital Team

Join Dijital Team, the globally recognized A-Team for IT Services. Explore our open positions and stay ahead in your career.

Internet Software & Services
11-50
Founded 2023
View All Jobs 30

Description

  • Lead, mentor, and support a team of service desk engineers.
  • Conduct one-on-ones, coaching sessions, and performance reviews.
  • Manage workload allocation and resources to maintain operational efficiency.
  • Ensure service requests, incidents, and tickets are resolved within agreed SLAs.
  • Act as the escalation point for complex technical issues and provide hands-on troubleshooting.
  • Monitor ticket queues and coordinate daily service operations.
  • Coordinate incident management and support major-incident resolution.
  • Review tickets and audit documentation to maintain service quality.
  • Develop and maintain operational procedures, knowledge base articles, and technical documentation.
  • Track service metrics, report outcomes, and implement service improvements with stakeholders.

Requirements

  • At least 3 years of experience in a Managed Services Provider (MSP) environment.
  • Experience leading, mentoring, or coaching technical support engineers.
  • Experience managing team performance, workload allocation, and operational priorities.
  • Strong understanding of service desk operations and SLA-driven support environments.
  • Previous experience in a Level 2 or Senior Service Desk/Systems Engineer role.
  • Proficiency in Microsoft 365, Microsoft Entra ID (Azure AD), Microsoft Intune, and Exchange Online administration.
  • Experience administering Windows Server and Active Directory.
  • Understanding of networking fundamentals, including LAN, Wi-Fi, and firewalls.
  • Familiarity with RMM tools, ticketing platforms, service management systems, and remote support tools.
  • Experience with ConnectWise PSA, HaloPSA, endpoint security tools, IT Glue, ITIL Foundation, or distributed teams is preferred.

Benefits

  • Salary paid in Australian Dollars.
  • Medical insurance from day one for the employee and spouse or parents.
  • Generous outpatient medical coverage.
  • Home office setup and internet allowances.
  • Gym and wellness allowance.
  • Mental health and counseling support through Diji Assist.
  • Industry certification reimbursement.
  • Flexible home or office work arrangements.

Interested in this position?

Apply directly on the company website

Apply Now

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