IT 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 proactive and technically capable IT Operations Team Lead to oversee day-to-day IT support and infrastructure operations within a fast-paced high-availability environment.

This role brings together service desk leadership technical escalation management and infrastructure support oversight ensuring seamless delivery of IT services across end-user computing connectivity and core operational systems.

The successful candidate will lead a technical support team responsible for resolving and managing incidents across end-user devices network connectivity and business-critical systems while maintaining strong service levels response times and operational standards.

This position is ideal for an experienced IT support professional who has progressed into leadership and enjoys balancing hands-on technical troubleshooting incident ownership and team development within an operational environment.

• 37.5 hours per week with flexibility based on operational requirements
• Rotational shifts (MondaySunday)
• Occasional travel and on-site support across operational environments may be required

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:

• Lead and support a team responsible for day-to-day IT operations technical support and incident management
• Manage support queues workload allocation escalations and SLA performance across operational support functions
• Act as a senior escalation point for complex technical connectivity and infrastructure-related issues
• Coordinate operational response to business-critical incidents and ensure timely resolution within defined service levels
• Oversee support across:
  • Active Directory and user administration
  • Windows laptops and desktop environments
  • Endpoint and peripheral devices
  • MFA and authentication platforms
  • WiFi network connectivity and basic infrastructure troubleshooting
  • Printers and operational hardware
• Monitor operational performance incident trends and service delivery standards
• Collaborate with infrastructure networking security and third-party support teams to resolve operational issues
• Provide coaching mentorship and technical guidance to support staff and junior team members
• Support root cause analysis problem management and continuous service improvement initiatives
• Ensure operational processes escalation procedures and support standards are consistently maintained
• Assist with operational reporting documentation and performance management activities
• Maintain a strong customer-focused approach while operating within a high-volume support environment

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:

• National Senior Certificate (NSC) or equivalent qualification
• 36 years of experience within IT Support Service Desk Technical Operations or IT Operations environments
• Previous experience in a Team Lead Escalation Lead Senior Support NOC Lead or Shift Lead role
• Strong hands-on troubleshooting experience across end-user operational and connectivity environments
• Good understanding of:
  • Active Directory
  • Windows operating systems
  • Networking fundamentals (TCP/IP DNS WiFi connectivity troubleshooting)
  • Endpoint and device support
  • Authentication and MFA platforms
  • Incident and escalation management processes
• Experience managing operational incidents support queues escalations and SLA-driven environments
• Ability to balance technical troubleshooting with operational coordination and team leadership responsibilities
• Strong communication organisational problem-solving and stakeholder management skills
• Experience working within fast-paced high-availability operational environments

• Exposure to enterprise MSP telecom retail logistics FMCG or multi-site operational environments
• Experience supporting POS EPOS or store-critical operational systems
• Familiarity with networking technologies such as Meraki Cisco Aruba or similar platforms
• ITIL Foundation certification or exposure to IT service management frameworks
• Exposure to infrastructure operations NOC environments or operational support centres
• Vendor certifications or technical training (Microsoft Dell HP networking certifications etc.)
• Experience supporting geographically distributed or national operations
• Exposure to monitoring operational reporting or service delivery improvement initiatives

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 proactive and technically capable IT Operations Team Lead to oversee day-to-day IT support and infrastructure operations within a fast-paced high-availability environment.

This role brings together service desk leadership technical escalation management and infrastructure support oversight ensuring seamless delivery of IT services across end-user computing connectivity and core operational systems.

The successful candidate will lead a technical support team responsible for resolving and managing incidents across end-user devices network connectivity and business-critical systems while maintaining strong service levels response times and operational standards.

This position is ideal for an experienced IT support professional who has progressed into leadership and enjoys balancing hands-on technical troubleshooting incident ownership and team development within an operational environment.

• 37.5 hours per week with flexibility based on operational requirements
• Rotational shifts (MondaySunday)
• Occasional travel and on-site support across operational environments may be required

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:

• Lead and support a team responsible for day-to-day IT operations technical support and incident management
• Manage support queues workload allocation escalations and SLA performance across operational support functions
• Act as a senior escalation point for complex technical connectivity and infrastructure-related issues
• Coordinate operational response to business-critical incidents and ensure timely resolution within defined service levels
• Oversee support across:
  • Active Directory and user administration
  • Windows laptops and desktop environments
  • Endpoint and peripheral devices
  • MFA and authentication platforms
  • WiFi network connectivity and basic infrastructure troubleshooting
  • Printers and operational hardware
• Monitor operational performance incident trends and service delivery standards
• Collaborate with infrastructure networking security and third-party support teams to resolve operational issues
• Provide coaching mentorship and technical guidance to support staff and junior team members
• Support root cause analysis problem management and continuous service improvement initiatives
• Ensure operational processes escalation procedures and support standards are consistently maintained
• Assist with operational reporting documentation and performance management activities
• Maintain a strong customer-focused approach while operating within a high-volume support environment

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:

• National Senior Certificate (NSC) or equivalent qualification
• 36 years of experience within IT Support Service Desk Technical Operations or IT Operations environments
• Previous experience in a Team Lead Escalation Lead Senior Support NOC Lead or Shift Lead role
• Strong hands-on troubleshooting experience across end-user operational and connectivity environments
• Good understanding of:
  • Active Directory
  • Windows operating systems
  • Networking fundamentals (TCP/IP DNS WiFi connectivity troubleshooting)
  • Endpoint and device support
  • Authentication and MFA platforms
  • Incident and escalation management processes
• Experience managing operational incidents support queues escalations and SLA-driven environments
• Ability to balance technical troubleshooting with operational coordination and team leadership responsibilities
• Strong communication organisational problem-solving and stakeholder management skills
• Experience working within fast-paced high-availability operational environments

• Exposure to enterprise MSP telecom retail logistics FMCG or multi-site operational environments
• Experience supporting POS EPOS or store-critical operational systems
• Familiarity with networking technologies such as Meraki Cisco Aruba or similar platforms
• ITIL Foundation certification or exposure to IT service management frameworks
• Exposure to infrastructure operations NOC environments or operational support centres
• Vendor certifications or technical training (Microsoft Dell HP networking certifications etc.)
• Experience supporting geographically distributed or national operations
• Exposure to monitoring operational reporting or service delivery improvement initiatives

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.