Deskripsi Pekerjaan
Join Microgenesis Business Systems as an MSP Service Operations Lead and take charge of our Managed Services team's daily operations. In this critical role, you will be responsible for ensuring efficient service delivery, maintaining strict adherence to Service Level Agreements (SLAs), and providing high-level technical support to our clients. As a leader in the Managed Service Provider industry, we are seeking an experienced professional who can optimize our service operations while maintaining a client-centric approach.
The ideal candidate will have a proven track record in IT service management, with strong leadership skills and technical expertise. You will collaborate with cross-functional teams to implement best practices, resolve complex technical issues, and continuously improve our service delivery processes. This is an excellent opportunity to make a significant impact on our operations while growing your career in a dynamic and challenging environment.
If you are passionate about technology and have a talent for leading teams to excellence, we encourage you to apply for this exciting project-based position.
Tanggung Jawab
- Oversee daily operations of the Managed Services team to ensure efficient service delivery
- Monitor and maintain adherence to Service Level Agreements (SLAs) for all clients
- Provide high-level technical support and resolve complex issues promptly
- Implement and optimize service management processes and procedures
- Coordinate with cross-functional teams to ensure seamless service delivery
- Conduct regular performance reviews and provide coaching to team members
- Develop and maintain documentation for service operations and procedures
- Identify areas for improvement and implement solutions to enhance service quality
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field
- Minimum of 5 years of experience in IT service management, with at least 2 years in a leadership role
- Strong knowledge of MSP operations, SLAs, and IT service management frameworks
- Experience with IT service desk, monitoring tools, and service management platforms
- Excellent problem-solving skills with the ability to handle complex technical issues
- Strong leadership and team management capabilities
- Excellent communication and interpersonal skills
- Relevant certifications such as ITIL, PMP, or CompTIA Server+ are preferred