Service Operations Lead

About the Role

We are seeking an experienced Service Operations Lead to oversee and mentor a team of service desk engineers while remaining actively involved in technical service delivery. This hands-on leadership role combines team management, service operations, and technical support within a Managed Services Provider (MSP) environment.

You will be responsible for driving service excellence, ensuring compliance with Service Level Agreements (SLAs), managing escalations, and continuously improving operational performance. The ideal candidate will bring strong technical expertise, proven leadership capabilities, and the ability to balance team development with hands-on troubleshooting.

About the Client

You will be working with 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.

Ideal Profile

Leadership & Service Operations

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At least 3 years of experience working in a Managed Services Provider (MSP) environment.

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Previous experience leading, mentoring, or coaching technical support engineers.

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Proven ability to manage team performance, workload allocation, and operational priorities.

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Strong understanding of service desk operations and SLA-driven support environments.

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Excellent communication and stakeholder management skills.

Technical Expertise

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Proficiency in Microsoft 365 administration, Microsoft Entra ID (Azure AD), Microsoft Intune, and Exchange Online.

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Experience with Windows Server administration and Active Directory.

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Understanding of networking fundamentals, including LAN, Wi-Fi, and firewalls.

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Familiarity with remote monitoring and management (RMM) tools, ticketing platforms, service management systems, and remote support tools.

Preferred Skills & Certifications

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Experience with ConnectWise PSA, HaloPSA, or similar service management platforms.

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Knowledge of endpoint security solutions such as ThreatLocker and Huntress.

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Familiarity with IT Glue or similar documentation platforms.

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ITIL Foundation certification or equivalent service management knowledge.

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Exposure to service improvement frameworks and operational best practices.

Professional Competencies

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Previous experience in a Level 2 or Senior Service Desk/Systems Engineer role.

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Strong troubleshooting, analytical thinking, and problem-solving abilities.

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Ability to balance leadership responsibilities with hands-on technical support.

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Excellent written and verbal English communication skills.

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Experience working with distributed or remote teams is an advantage.

Responsibilities

Team Leadership & Development

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Lead, mentor, and support a team of service desk engineers to maintain high performance and service quality.

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Conduct regular one-on-one meetings, coaching sessions, and performance reviews to support individual development.

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Manage team workload distribution and resource allocation to maintain operational efficiency.

Service Delivery & Incident Management

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Ensure service requests, incidents, and support tickets are resolved efficiently and within agreed SLAs.

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Act as an escalation point for complex technical issues, providing hands-on troubleshooting and support when required.

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Monitor ticket queues and coordinate day-to-day service operations.

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Coordinate incident management activities and support the resolution of major incidents.

Quality Assurance & Documentation

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Maintain service quality standards through regular ticket reviews and documentation audits.

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Develop and maintain operational procedures, knowledge base articles, and technical documentation.

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Ensure support processes and documentation remain accurate, consistent, and effective.

Performance Monitoring & Continuous Improvement

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Track and report on team performance metrics and service delivery outcomes.

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Collaborate with internal stakeholders to identify opportunities for service improvement.

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Implement operational best practices to enhance efficiency, service quality, and client satisfaction.

How we take care of our team

💰 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 to build your ideal workspace

🌐 Internet allowance to keep you connected

💪 Gym & wellness allowance to stay fit and balanced

🎉 Work hard, play hard – regular team events & engagement activities

🧠 Diji Assist – Mental health & counseling support when you need it

📚 We invest in you – reimbursement for industry certifications

🗣️ Open-door culture – your ideas and feedback always matter

🌍 Flexible work – home or office, wherever you do your best work

🏆 Rewards & recognition that actually recognize you

🥳 Great christmas & financial year-end parties to unwind with your loved ones