Project Based - MSP Service Operations Lead (12 Months)

Full-time Management & Operations

Overview

This position is responsible for overseeing daily operations of the Managed Services team, ensuring efficient service delivery, adherence to SLAs, and high-quality technical support across multiple domains (e.g., Network, HCI, Systems). This role supervises MSP Engineers, manages escalations, coordinates with stakeholders, and ensures operational excellence. The MSP Supervisor acts as a bridge between technical teams and the Service Delivery Manager, ensuring smooth execution of services and continuous improvement.

Key Responsibilities

• Operations & Service Delivery Oversight
  • Supervise daily service operations across L1/L2/L3 teams.
  • Ensure tickets and service requests are handled within SLA/OLA targets.
  • Monitor queue, backlog, and workload distribution.
  • Enforce adherence to ITIL processes and operational standards.
  • Ensure service quality and customer satisfaction are maintained.
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