Deskripsi Pekerjaan
Microgenesis Business Systems is looking for a seasoned MSP Service Operations Lead to join our team for a high-impact, 1-year project-based engagement. In this pivotal role, you will be the driving force behind our Managed Services operations, ensuring that our technical delivery is seamless, efficient, and consistently exceeds client expectations.
As an expert in IT service management, you will bridge the gap between technical teams and business objectives. You will oversee daily workflows, optimize service delivery processes, and ensure strict adherence to Service Level Agreements (SLAs). If you are a proactive leader with a passion for operational excellence and have a background in Managed Service Providers, we want to hear from you.
Tanggung Jawab
- Lead and supervise the daily operations of the Managed Services technical team to ensure high-performance delivery.
- Monitor and manage adherence to SLAs, ensuring all client tickets and escalations are addressed within defined timeframes.
- Develop and implement SOPs to streamline service delivery and improve operational efficiency.
- Conduct regular performance reviews and quality audits on technical output and communication.
- Act as the primary point of escalation for complex technical issues, providing guidance to level 1 and level 2 support staff.
- Analyze service metrics and KPIs to identify trends, performance bottlenecks, and opportunities for process improvement.
- Collaborate with cross-functional departments to align service delivery with company goals and client satisfaction initiatives.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 5-7 years of experience in an MSP environment, with at least 3 years in a lead or supervisory role.
- Strong technical background with deep understanding of IT infrastructure, cloud services, and network administration.
- Proven track record of managing and improving SLA performance in a fast-paced environment.
- Excellent communication skills, with the ability to translate technical concepts to non-technical stakeholders.
- ITIL certification or equivalent framework knowledge is highly preferred.
- Proficiency in RMM (Remote Monitoring and Management) and PSA (Professional Services Automation) tools.