Service Operations Lead (Fully Remote)

Dijital Team; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

OPD coverage

Home office allowance

Internet allowance

Gym & wellness

Mental health support

Certification reimbursement

Flexible work

Job summary

Dijital Team Pty in the United States is seeking a Senior MSP Team Lead to oversee and mentor a service desk engineering team while remaining hands-on in technical delivery, ensuring reliability and high-quality support across client environments. You will blend leadership, service operations, and technical troubleshooting in a distributed, flexible work setting.

Responsibilities include workload balancing, incident management, coaching and performance reviews, and driving SLA compliance through

Qualifications

• 3+ years in an MSP environment with leadership experience.
• Strong technical expertise in Microsoft 365, Entra ID, Intune, and Windows Server.
• Excellent communication, stakeholder management, and English skills.

Responsibilities

• Manage workload distribution, escalations, and incident management.
• Conduct one-on-ones, coaching, and performance reviews.
• Support SLA compliance and continuous service improvement.
• Mentor a distributed service desk team in a hands-on MSP environment.

Skills

Leadership experience

Stakeholder management

English communication

Tools

Microsoft 365

Entra ID

Intune

Windows Server

Job description

• Oversee and mentor a team of service desk engineers while remaining hands-on in technical delivery.
• Combine team management, service operations, and technical support in an MSP environment.
• Balance leadership duties with troubleshooting and SLA compliance.

Requirements:

• At least 3 years in an MSP environment with leadership experience.
• Strong technical expertise in Microsoft 365, Entra ID, Intune, and Windows Server.
• Excellent communication, stakeholder management, and English skills.

Responsibilities:

• Manage workload distribution, escalations, and incident management.
• Conduct one-on-ones, coaching, and performance reviews.
• Medical insurance from day one for you and your spouse or parents.
• OPD coverage, home office and internet allowances, gym and wellness allowance.
• Mental health support, certification reimbursement, and flexible work.

They are an established technology services provider delivering managed IT services and technical support to clients. They value reliable service delivery, strong technical capabilities, and continuous improvement, with a culture that supports distributed teams and professional development.