Technical Service Operations Lead

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

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.

Working Pattern

• 37.5 hours per week, with flexibility based on operational requirements
• Rotational shifts (Monday–Sunday)
• 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

Service Operations & Leadership

• 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

Technical Support & Escalation Management

• 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

Major Incident Management

• 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

Quality Assurance, Coaching & Development

• 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

Knowledge Management & Continuous Improvement

• 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

Automation & Self-Service

• 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

Desirable

• 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

What Success Looks Like

• 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

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.

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)

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 person's 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 MCI's 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 ordinances.  MCI 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 characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. 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.

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 Iowa’s 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. MCI’s subsidiaries had previously made Inc. Magazine's 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 10,000+ 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 Aqua, EastWest BPO, TeleTechnology, and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.