Technical Team Lead – Service Desk (Colombo)

24 Mar 2021, MOQdigital Talent Team

Colombo, Sri Lanka

About MOQdigital:

At MOQdigital, we don’t believe in doing things the same way because that’s how it’s always been done. Our people treat complex problems with transparency, creativity and ingenuity – that’s what sets us apart. We’re problem solvers and believe it should be easier for businesses to get the most out of their technology investments.

We believe in 5 key values:

  1. Take ownership and have initiative
  2. Genuine concern about the welfare of others
  3. Value a growth mindset
  4. Be open, honest and polite
  5. We’re fixers – not finger pointers

About the role:

We are seeking a Technical Team Lead to join our Service Desk Team in Colombo. It would help if you are tech-savvy and can drive and influence a team to ensure delivery within SLAs. This role requires both skills; Technical as well as Operational and People Leadership.

Key Responsibilities:

  • Provide Technical and Operational guidance to the assigned team and clients.
  • Review and manage team queues to ensure delivery within assigned timelines and SLA.
  • Analyse team utilisation frequently and ensure shortcomings are overcome and improvement areas are identified.
  • Work with the Service Desk Manager to ensure capacity planning and delivery management within the scope of service.
  • Be the first contact point for clients and stakeholders, including other operational teams, client account managers, and service owners.
  • Continuous review and improvement of the assigned team’s efficiency and effectiveness in delivery and customer sentiment through identified performance metrics and measures.
  • Build a strong relationship between the team and the stakeholders.

Required Background and Skills Set:

  • Advance knowledge of Windows Server Management, Active Directory Roles and Services.
  • Competent skills in VMware and HyperV technologies.
  • Thorough knowledge of Microsoft Exchange and Office 365 platforms.
  • Exposure to Cloud Technologies such as Azure, Intune, etc.
  • Vendor certifications related to Microsoft.
  • Knowledge in the ITIL framework – Certification would be an advantage.
  • Understanding of how SLAs and MSP environments function.
  • Skills in Team management, Stakeholder management, and Performance management.
  • Minimum 5+ years of experience working as a Senior Systems Engineer/Assistant Team Lead or a similar role.

Why should you apply?

  • Career development working with latest technology
  • Flexible working conditions
  • Health and well-being program
  • Shift loading for working Australian business hours
  • Reward and recognition program
  • International travel opportunities

If you are interested in applying for this role, please email your resume to