Technical Service Operations 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 Technical Service Operations Lead to act as the operational front door for technology support across the organisation. This role is responsible for ensuring incidents and service requests are effectively managed from first contact through to resolution while driving operational excellence technical support quality and continuous service improvement.

Blending people leadership with strong technical capability the successful candidate will oversee day-to-day support operations across multiple sites and support channels including remote and on-site support environments. The role will play a key part in escalation management major incident coordination technical troubleshooting knowledge management coaching and operational maturity.

The ideal candidate will have strong experience within service operations or IT support environments and be comfortable operating as both a leader and senior technical escalation point.

• 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:

Technical Capability Requirements:

• Active Directory user and security group administration
• Microsoft Exchange and Outlook support including shared mailbox permissions
• Networking fundamentals including IP addressing connectivity testing and basic troubleshooting
• Wi-Fi and network support within operational or retail environments
• MFA and authentication troubleshooting
• Hardware and peripheral support including printers tablets scanners and handheld devices
• Browser and application troubleshooting techniques
• Incident prioritisation and SLA-driven support environments
• Retail technology and EPOS support exposure advantageous
• Experience with remote support tools and ticketing platforms

• Lead and manage the Service Operations team ensuring alignment with business priorities and IT service objectives
• Oversee daily operational activities including workload allocation resource planning rota management and queue oversight
• Foster a culture of accountability collaboration customer service and continuous improvement
• Ensure consistent and high-quality support delivery across multiple support channels and operational sites
• Act as a key operational escalation point for service-related concerns and critical support issues

• Provide hands-on technical support and guidance for complex incidents and service requests
• Support troubleshooting across Microsoft environments end-user computing networking authentication hardware and retail support technologies
• Oversee incident triage and prioritisation based on urgency impact and business risk
• Support and guide the team in diagnosing and resolving technical issues across desktops laptops tablets mobile devices printers Wi-Fi and business applications
• Ensure appropriate escalation to internal teams vendors and third-party providers where required

• Coordinate major incidents end-to-end including triage communication escalation resolution and follow-up actions
• Lead stakeholder communications during high-impact incidents
• Facilitate post-incident reviews root cause analysis and preventative improvement actions

• Drive quality assurance standards across ticket handling technical troubleshooting customer communication and process adherence
• Provide ongoing coaching mentoring and structured development support to team members
• Support onboarding technical training and performance improvement initiatives
• Maintain a skills matrix and support progression through certifications and technical development pathways

• Maintain and improve the knowledge management framework SOPs and technical documentation standards
• Promote knowledge sharing and documentation best practices across the support function
• Identify trends recurring issues and improvement opportunities through service metrics and operational reporting
• Drive service improvement initiatives focused on efficiency service quality and customer experience

• Support the adoption of automation self-service tooling and shift-left support strategies
• Identify opportunities to reduce repeat incidents and improve first-contact resolution

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
• Proven experience leading a Service Desk IT Support or Service Operations team
• Strong understanding of ITIL or similar IT Service Management frameworks
• Hands-on experience with incident management escalation handling and technical troubleshooting
• Strong technical support experience across Microsoft environments end-user devices networking and infrastructure support
• Experience supporting multi-site and multi-channel support environments
• Demonstrated ability in coaching mentoring QA processes and team development
• Strong analytical and problem-solving capabilities
• Excellent communication and stakeholder management skills
• Ability to prioritise effectively in high-pressure operational environments

• Exposure to retail logistics warehousing or customer-facing technology environments
• Experience supporting EPOS store technology or operational infrastructure
• Familiarity with Meraki or similar networking/Wi-Fi management platforms
• Experience with vendor and supplier management
• Knowledge of automation and self-service technologies
• Familiarity with skills and competency frameworks such as SFIA
• Technical certifications such as Microsoft Azure Cisco CompTIA VMware or equivalent

• High ownership and timely resolution of incidents and service requests
• Achievement of SLA KPI CSAT and service quality targets
• Reduced escalation volumes and improved first-contact resolution rates
• Improved stakeholder and end-user satisfaction
• Consistent delivery of operational and service improvements
• Strong knowledge management adoption and documentation standards
• Increased technical capability and development across the team
• Effective handling and coordination of major incidents
• Stable reliable and customer-focused support operations across all service channels

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 Technical Service Operations Lead to act as the operational front door for technology support across the organisation. This role is responsible for ensuring incidents and service requests are effectively managed from first contact through to resolution while driving operational excellence technical support quality and continuous service improvement.

Blending people leadership with strong technical capability the successful candidate will oversee day-to-day support operations across multiple sites and support channels including remote and on-site support environments. The role will play a key part in escalation management major incident coordination technical troubleshooting knowledge management coaching and operational maturity.

The ideal candidate will have strong experience within service operations or IT support environments and be comfortable operating as both a leader and senior technical escalation point.

• 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:

Technical Capability Requirements:

• Active Directory user and security group administration
• Microsoft Exchange and Outlook support including shared mailbox permissions
• Networking fundamentals including IP addressing connectivity testing and basic troubleshooting
• Wi-Fi and network support within operational or retail environments
• MFA and authentication troubleshooting
• Hardware and peripheral support including printers tablets scanners and handheld devices
• Browser and application troubleshooting techniques
• Incident prioritisation and SLA-driven support environments
• Retail technology and EPOS support exposure advantageous
• Experience with remote support tools and ticketing platforms

• Lead and manage the Service Operations team ensuring alignment with business priorities and IT service objectives
• Oversee daily operational activities including workload allocation resource planning rota management and queue oversight
• Foster a culture of accountability collaboration customer service and continuous improvement
• Ensure consistent and high-quality support delivery across multiple support channels and operational sites
• Act as a key operational escalation point for service-related concerns and critical support issues

• Provide hands-on technical support and guidance for complex incidents and service requests
• Support troubleshooting across Microsoft environments end-user computing networking authentication hardware and retail support technologies
• Oversee incident triage and prioritisation based on urgency impact and business risk
• Support and guide the team in diagnosing and resolving technical issues across desktops laptops tablets mobile devices printers Wi-Fi and business applications
• Ensure appropriate escalation to internal teams vendors and third-party providers where required

• Coordinate major incidents end-to-end including triage communication escalation resolution and follow-up actions
• Lead stakeholder communications during high-impact incidents
• Facilitate post-incident reviews root cause analysis and preventative improvement actions

• Drive quality assurance standards across ticket handling technical troubleshooting customer communication and process adherence
• Provide ongoing coaching mentoring and structured development support to team members
• Support onboarding technical training and performance improvement initiatives
• Maintain a skills matrix and support progression through certifications and technical development pathways

• Maintain and improve the knowledge management framework SOPs and technical documentation standards
• Promote knowledge sharing and documentation best practices across the support function
• Identify trends recurring issues and improvement opportunities through service metrics and operational reporting
• Drive service improvement initiatives focused on efficiency service quality and customer experience

• Support the adoption of automation self-service tooling and shift-left support strategies
• Identify opportunities to reduce repeat incidents and improve first-contact resolution

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
• Proven experience leading a Service Desk IT Support or Service Operations team
• Strong understanding of ITIL or similar IT Service Management frameworks
• Hands-on experience with incident management escalation handling and technical troubleshooting
• Strong technical support experience across Microsoft environments end-user devices networking and infrastructure support
• Experience supporting multi-site and multi-channel support environments
• Demonstrated ability in coaching mentoring QA processes and team development
• Strong analytical and problem-solving capabilities
• Excellent communication and stakeholder management skills
• Ability to prioritise effectively in high-pressure operational environments

• Exposure to retail logistics warehousing or customer-facing technology environments
• Experience supporting EPOS store technology or operational infrastructure
• Familiarity with Meraki or similar networking/Wi-Fi management platforms
• Experience with vendor and supplier management
• Knowledge of automation and self-service technologies
• Familiarity with skills and competency frameworks such as SFIA
• Technical certifications such as Microsoft Azure Cisco CompTIA VMware or equivalent

• High ownership and timely resolution of incidents and service requests
• Achievement of SLA KPI CSAT and service quality targets
• Reduced escalation volumes and improved first-contact resolution rates
• Improved stakeholder and end-user satisfaction
• Consistent delivery of operational and service improvements
• Strong knowledge management adoption and documentation standards
• Increased technical capability and development across the team
• Effective handling and coordination of major incidents
• Stable reliable and customer-focused support operations across all service channels

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.