Service Operations Lead

2 weeks ago


Miramar, United States L2R Consulting Full time

The Service Operations Lead's primary responsibilities include performing general administrative functions, coordinating, and monitoring day-to-day activities for Service Operations, and overseeing various projects and service agreements. This role involves collaboration with internal teams and clients, acting as a liaison between finance and other departments such as sales, IT, customer service, technical teams, vendors, and clients to ensure operations run efficiently.


Must have MSP (Managed Services) experience.


Responsibilities:

  • Perform general administrative functions, including emails, ad hoc meetings, and telephone calls.
  • Coordinate, monitor, and provide oversight over the day-to-day activities of Service Operations ongoing business agreements, projects, and Time and Material(T&M) agreements.
  • Coordinate installation of product orders, warranty work requests, subcontractor onboarding, and purchase orders for customer projects.
  • Review and approve timesheets for subcontractors and upload documents to facilitate billing and accounts payable.
  • Review and set up new agreements in CRM (Customer Relationship Management System).
  • Function as the primary point of contact for incoming service requests, ensuring they are logged, prioritized, and assigned to the appropriate technical team for resolution.
  • Monitor and track incidents, ensure timely updates are provided to clients, and coordinate efforts for quick resolution.
  • Facilitate and coordinate client requests for changes in the service, ensuring that risks are assessed, and changes are approved and implemented according to process.
  • Ensure all service delivery documentation is accurate and up to date, including service records, incident reports, and change requests.
  • Communicate with third-party vendors involved in service delivery, ensuring they adhere to agreed timelines and service standards.
  • Manage escalations from clients or internal teams, ensuring timely and appropriate resolution to maintain service quality.
  • Support the financial close process and participate in reviewing and validating preliminary financial reports and billing schedules.

Qualifications:

  • Experience working with a Managed Services Provider (MSP).
  • Proven experience in administrative functions and project coordination.
  • Strong organizational, problem-solving, and multitasking skills.
  • Experience working with remote and distributed teams.
  • Ability to work in a demanding environment.
  • Excellent communication (verbal and written) and people skills.
  • Proficiency in using accounting workbooks, financial reporting tools and MS Office (Word, Excel, Power Point).
  • Experience with ConnectWise or similar CRM systems is a plus.



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