Service Operations Lead

• 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

• 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

• 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