Service Operations Lead

Job not on LinkedIn

🔥 2 minutes ago

🇱🇰 Sri Lanka – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 13%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Dijital Team

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

💼 Consulting

☁️ SaaS

B2B • Consulting • SaaS

Dijital Team is a smarter offshoring solution for IT teams. We enable you to build a high performing IT team that will decrease your costs and increase your efficiency - accelerating the growth of your business. We take care of the team so you can take care of the rest.

📋 Description

• Oversee and mentor a team of service desk engineers while remaining actively involved in technical service delivery • Drive service excellence, ensure compliance with Service Level Agreements (SLAs), manage escalations, and continuously improve operational performance • Lead, mentor, and support service desk engineers to maintain high performance and service quality • Conduct regular one-on-one meetings, coaching sessions, and performance reviews • Manage team workload distribution and resource allocation • Ensure service requests, incidents, and support tickets are resolved efficiently and within agreed SLAs • Act as an escalation point for complex technical issues, providing hands-on troubleshooting and support • Monitor ticket queues and coordinate day-to-day service operations • Coordinate incident management activities and support resolution of major incidents • Maintain service quality standards through ticket reviews and documentation audits • Develop and maintain operational procedures, knowledge base articles, and technical documentation • Ensure support processes and documentation remain accurate, consistent, and effective • Track and report team performance metrics and service delivery outcomes • Collaborate with internal stakeholders to identify service improvement opportunities • Implement operational best practices to enhance efficiency, service quality, and client satisfaction

🎯 Requirements

• At least 3 years of experience working in a Managed Services Provider (MSP) environment • Previous experience leading, mentoring, or coaching technical support engineers • Proven ability to manage team performance, workload allocation, and operational priorities • Strong understanding of service desk operations and SLA-driven support environments • Excellent communication and stakeholder management skills • Proficiency in Microsoft 365 administration, Microsoft Entra ID (Azure AD), Microsoft Intune, and Exchange Online • Experience with Windows Server administration and Active Directory • Understanding of networking fundamentals, including LAN, Wi-Fi, and firewalls • Familiarity with remote monitoring and management (RMM) tools, ticketing platforms, service management systems, and remote support tools • Experience with ConnectWise PSA, HaloPSA, or similar service management platforms • Knowledge of endpoint security solutions such as ThreatLocker and Huntress • Familiarity with IT Glue or similar documentation platforms • ITIL Foundation certification or equivalent service management knowledge • Exposure to service improvement frameworks and operational best practices • Previous experience in a Level 2 or Senior Service Desk/Systems Engineer role • Strong troubleshooting, analytical thinking, and problem-solving abilities • Ability to balance leadership responsibilities with hands-on technical support • Excellent written and verbal English communication skills • Experience working with distributed or remote teams is an advantage

🏖️ Benefits

• Get paid in Australian Dollars • Medical insurance from day one for you + spouse (or parents if unmarried) • Generous OPD coverage from doctor visits to all your medical needs • Home office setup allowance • Internet allowance • Gym & wellness allowance • Regular team events & engagement activities • Diji Assist – Mental health & counseling support • Reimbursement for industry certifications • Open-door culture – your ideas and feedback always matter • Flexible work – home or office • Rewards & recognition • Christmas and financial year-end parties

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