Service Operations Team Lead

At MCI we are committed to fostering an environment where professionals can build meaningful careers access continuous learning and development opportunities and contribute to the success of a globally expanding industry-leading organization.

We are seeking a hands-on technically credible Service Operations Team Lead to act as the operational front door for technology support. This role is pivotal in ensuring incidents and service requests are managed seamlessly from first contact through to resolution while driving service excellence across the organisation.

Blending leadership with technical capability you will oversee day-to-day service operations across multiple sites and support channels (remote and on-site) ensuring consistent high-quality delivery. Youll play a key role in escalation management major incident coordination service improvement and team development building a high-performing customer-focused support function.

Working Pattern

• 37.5 hours per week with flexibility based on service demand
• Rotational shifts (MondaySunday)
• Occasional on-site support required across operational environments

To be considered for this role you must complete a full application on our company careers page including all screening questions and a brief pre-employment test.

Key Responsibilities:

Leadership & Service Delivery

• Lead and manage the Service Operations team aligning delivery with business priorities and IT strategy
• Oversee daily operations including resource planning rota management and workload allocation
• Foster a culture of accountability collaboration and continuous improvement
• Ensure consistent service delivery across multiple sites and support channels

Technical Oversight & Escalation

• Act as the senior escalation point for complex incidents and service issues
• Support hands-on troubleshooting root cause analysis and resolution planning
• Manage triage oversight and prioritisation based on urgency risk and impact

Major Incident Management

• Own and coordinate major incidents end-to-end including triage communication and resolution
• Lead stakeholder updates and drive post-incident reviews and follow-up actions

Quality Assurance Training & Development

• Drive QA standards across ticket quality communication and process adherence
• Deliver structured coaching mentoring and training at team and individual level
• Support onboarding and continuous development of Service Desk Analysts and Engineers

Knowledge Management

• Own and maintain the knowledge management framework and documentation standards
• Ensure high-quality accessible knowledge articles SOPs and support materials
• Promote knowledge sharing and continuous improvement across the team

Service Improvement & Performance

• Monitor and analyse key metrics (SLA KPI CSAT resolution times backlog escalations)
• Identify trends and implement measurable improvements to service quality and reliability
• Embed a proactive data-driven approach to service optimisation

Automation & Self-Service

• Drive adoption of automation and self-service capabilities
• Support shift-left strategies to reduce repeat demand and improve user experience

Skills Development & Capability Building

• Maintain a skills matrix and track certification progress across the team
• Coordinate mentoring study groups and technical learning initiatives
• Drive progression through structured skills and certification pathways

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

All positive and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

Essential:

• National Senior Certificate (NSC) or an equivalent high school qualification.
• Proven experience leading a Service Desk IT Support or Service Operations team
• Strong understanding of ITIL or similar service management frameworks
• Hands-on experience with incident management triage and escalation handling
• Solid technical knowledge across IT systems end-user computing and infrastructure
• Experience managing multi-channel support environments (remote and on-site)
• Demonstrated ability in QA coaching mentoring and team development
• Strong analytical skills with experience using service metrics to drive improvement
• Excellent communication and stakeholder management skills

Desirable:

• Exposure to retail logistics or customer-facing technology environments
• Experience with vendor and supplier management
• Knowledge of automation and self-service tooling
• Familiarity with certification frameworks (e.g. SFIA)
• Technical certifications (e.g. Azure VMware Cisco)

What Success Looks Like

• High ownership and timely resolution of incidents and service requests
• Achievement of SLA KPI and service quality targets
• Reduced escalation rates and improved resolution quality
• Improved CSAT and stakeholder satisfaction
• Strong knowledge base adoption and documentation standards
• Increased team capability and certification levels
• Consistent delivery of service improvements and operational maturity

MCI helps customers take on their CX and DX challenges differently creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing staff augmentation contact center customer services and IT Services needs by providing general and specialized hosting software staff and services.

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowas Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA making the coveted top 500 for the first time. MCIs subsidiaries had previously made Inc. Magazines List of Fastest-Growing Companies 15 times respectively. MCI has ten business process outsourcing service delivery facilities in Georgia Florida Texas New Mexico California Kansas Nova Scotia South Africa and the Philippines.

Driving modernization through digitalization MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows acquires and operates companies that have synergistic products and services portfolios including but not limited to Automated Contact Center Solutions (ACCS) customer contact management IT Services (IT Schedule 70) and Temporary and Administrative Professional Staffing (TAPS Schedule 736) Business Process Management (BPM) Business Process Outsourcing (BPO) Claims Processing Collections Customer Experience Provider (CXP) Customer Service Digital Experience Provider (DXP) Account Receivables Management (ARM) Application Software Development Managed Services and Technology Services to mid-market Federal & enterprise partners. MCI now employs 10000 talented individuals with 150 diverse North American client partners across the following MCI brands: MCI BPO MCI BPOaaS MarketForce GravisApps Gravis Marketing MarchEast Mass Markets MCI Federal Services (MFS) OnBrand24 The Sydney Call Center Valor Intelligent Processing (VIP) BYC AquaEastWest BPO TeleTechnology and Vinculum.

At MCI we are committed to fostering an environment where professionals can build meaningful careers access continuous learning and development opportunities and contribute to the success of a globally expanding industry-leading organization.

We are seeking a hands-on technically credible Service Operations Team Lead to act as the operational front door for technology support. This role is pivotal in ensuring incidents and service requests are managed seamlessly from first contact through to resolution while driving service excellence across the organisation.

Blending leadership with technical capability you will oversee day-to-day service operations across multiple sites and support channels (remote and on-site) ensuring consistent high-quality delivery. Youll play a key role in escalation management major incident coordination service improvement and team development building a high-performing customer-focused support function.

Working Pattern

• 37.5 hours per week with flexibility based on service demand
• Rotational shifts (MondaySunday)
• Occasional on-site support required across operational environments

To be considered for this role you must complete a full application on our company careers page including all screening questions and a brief pre-employment test.

Key Responsibilities:

Leadership & Service Delivery

• Lead and manage the Service Operations team aligning delivery with business priorities and IT strategy
• Oversee daily operations including resource planning rota management and workload allocation
• Foster a culture of accountability collaboration and continuous improvement
• Ensure consistent service delivery across multiple sites and support channels

Technical Oversight & Escalation

• Act as the senior escalation point for complex incidents and service issues
• Support hands-on troubleshooting root cause analysis and resolution planning
• Manage triage oversight and prioritisation based on urgency risk and impact

Major Incident Management

• Own and coordinate major incidents end-to-end including triage communication and resolution
• Lead stakeholder updates and drive post-incident reviews and follow-up actions

Quality Assurance Training & Development

• Drive QA standards across ticket quality communication and process adherence
• Deliver structured coaching mentoring and training at team and individual level
• Support onboarding and continuous development of Service Desk Analysts and Engineers

Knowledge Management

• Own and maintain the knowledge management framework and documentation standards
• Ensure high-quality accessible knowledge articles SOPs and support materials
• Promote knowledge sharing and continuous improvement across the team

Service Improvement & Performance

• Monitor and analyse key metrics (SLA KPI CSAT resolution times backlog escalations)
• Identify trends and implement measurable improvements to service quality and reliability
• Embed a proactive data-driven approach to service optimisation

Automation & Self-Service

• Drive adoption of automation and self-service capabilities
• Support shift-left strategies to reduce repeat demand and improve user experience

Skills Development & Capability Building

• Maintain a skills matrix and track certification progress across the team
• Coordinate mentoring study groups and technical learning initiatives
• Drive progression through structured skills and certification pathways

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

All positive and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

Essential:

• National Senior Certificate (NSC) or an equivalent high school qualification.
• Proven experience leading a Service Desk IT Support or Service Operations team
• Strong understanding of ITIL or similar service management frameworks
• Hands-on experience with incident management triage and escalation handling
• Solid technical knowledge across IT systems end-user computing and infrastructure
• Experience managing multi-channel support environments (remote and on-site)
• Demonstrated ability in QA coaching mentoring and team development
• Strong analytical skills with experience using service metrics to drive improvement
• Excellent communication and stakeholder management skills

Desirable:

• Exposure to retail logistics or customer-facing technology environments
• Experience with vendor and supplier management
• Knowledge of automation and self-service tooling
• Familiarity with certification frameworks (e.g. SFIA)
• Technical certifications (e.g. Azure VMware Cisco)

What Success Looks Like

• High ownership and timely resolution of incidents and service requests
• Achievement of SLA KPI and service quality targets
• Reduced escalation rates and improved resolution quality
• Improved CSAT and stakeholder satisfaction
• Strong knowledge base adoption and documentation standards
• Increased team capability and certification levels
• Consistent delivery of service improvements and operational maturity

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

This job operates in a professional office environment. While performing the duties of this job the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment including a phone copier and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects move objects from place to place hold onto objects and move or exert force up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed please contact Human Resources.

At MCI and its subsidiaries we embrace differences and believe diversity is a benefit to our employees our company our customers and our community. All aspects of employment at MCI are based solely on a persons merit and qualifications. MCI maintains a work environment free from discrimination one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCIs commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these adhere to these principles in all aspects of employment including recruitment hiring training compensation promotionbenefits social and recreational programs anddiscipline. In addition it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws regulations and ordinances where an employee works.

This job operates in a professional office environment. While performing the duties of this job the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment including a phone copier and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects move objects from place to place hold onto objects and move or exert force up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed please contact Human Resources.