job description
Join Microgenesis Business Systems, a leading provider of IT solutions and managed services, as our Project-Based MSP Service Operations Lead for a 1-year contract. This is a high-impact role designed for a seasoned IT professional who thrives in dynamic environments and is passionate about delivering exceptional managed services. Based in Bali, Indonesia (with flexibility across Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung), you will oversee the daily operations of our Managed Services Provider (MSP) team, ensuring seamless service delivery, strict adherence to SLAs, and top-tier technical support for our clients.
In this role, you will drive operational excellence, optimize workflows, and foster a culture of continuous improvement within the team. You’ll collaborate closely with cross-functional teams, including IT support, cybersecurity, and cloud services, to align our managed services with business objectives and client expectations. If you have a proven track record in MSP operations, leadership experience, and a knack for problem-solving, this is your opportunity to make a significant impact in a fast-growing IT ecosystem.
Bali offers a unique blend of professional growth and lifestyle benefits, making it an ideal location for remote and hybrid work. Enjoy a vibrant expat community, world-class coworking spaces, and a tropical paradise that balances productivity with well-being. Microgenesis Business Systems is committed to fostering innovation, diversity, and work-life balance, ensuring you thrive both personally and professionally.
Apply now and take the next step in your career with a company that values expertise, leadership, and results!
Responsibility
- Lead and oversee the daily operations of the Managed Services team, ensuring efficient and high-quality service delivery to clients.
- Monitor and enforce adherence to Service Level Agreements (SLAs), ensuring client expectations are met or exceeded.
- Provide high-level technical support and escalation management for complex IT issues, ensuring timely resolution.
- Collaborate with cross-functional teams (IT support, cybersecurity, cloud services) to align managed services with business goals and client needs.
- Develop, implement, and optimize operational workflows, processes, and best practices to enhance team productivity and service quality.
- Conduct regular performance reviews, identify areas for improvement, and drive continuous enhancement of service delivery.
- Manage client relationships, act as a trusted advisor, and ensure high levels of satisfaction through proactive communication and problem-solving.
- Prepare and present reports on team performance, service metrics, and operational KPIs to senior management.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Minimum of 5 years of experience in IT service management, with at least 3 years in a leadership role within an MSP or managed services environment.
- Strong technical background in IT infrastructure, cloud services, cybersecurity, and network management.
- Proven experience in managing SLAs, KPIs, and service delivery metrics in a high-pressure environment.
- Excellent leadership, communication, and interpersonal skills, with the ability to manage and mentor a remote team.
- Certifications such as ITIL, CompTIA Security+, Microsoft Certified: Azure Administrator, or AWS Certified SysOps Administrator are highly desirable.
- Experience with MSP tools (e.g., ConnectWise, Datto, NinjaRMM, or similar) and ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to work independently, prioritize tasks, and thrive in a fast-paced, project-based environment.