IT Operations Team Lead

IT Operations Team 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 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.

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

Position Responsibilities

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

Candidate Qualifications

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
• 3–6+ 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, organizational, problem-solving, and stakeholder management skills
• Experience working within fast-paced, high-availability operational environments

Nice to Haves

• 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

Conditions of Employment

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)

Physical Requirements

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.

Reasonable Accommodation

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.

Diversity and Equality

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.