Service Desk Operations Manager

3 weeks ago


Phoenix, Arizona, United States Milestone Technologies Full time
Job Title: Service Desk Operations Supervisor

Job Summary:

The Service Desk Operations Supervisor is a key member of the Milestone Technologies team, responsible for managing the activities and responsibilities of the Procurement, AV/VC, and Events teams. This role requires a strong leader who can provide high-level technical assistance, ensure service and support are provided to clients at agreed levels, and plan, schedule, communicate, coordinate resources, and manage day-to-day tasks to sustain and improve.

Key Responsibilities:

  • Work directly with Service Delivery Manager & Operations Manager to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators
  • Be the point of contact for troubleshooting, customer service issues, approvals, first-level escalations, HR activity
  • Assist with cross-functional management teams to provide the best possible service to all end users
  • Prepare reports or documentation to share with key stakeholders to help deliver great service at the best possible cost for the organization and our partners
  • Assist the Operations Manager in building relationships with all partners across the organization, ensuring timely and effective communication with client stakeholders
  • Observe and report on service trends across individuals and team as a whole
  • Play a key part in developing best-in-class operations and share best practices internally
  • Conduct regular meetings with local and regional team to provide guidance and support
  • Support the greater Milestone Technologies team to attract, acquire, retain, and develop the necessary talent to continuously improve team performance and capability
  • Seek out waste reduction initiatives
  • Help create a positive and fun working environment

Requirements:

  • 3 years' experience managing a team of 10 employees
  • Ability to understand and thrive in a fast-paced, high-volume work environment with extremely busy peak seasons
  • Excellent communication skills, both verbal and written
  • Strong problem-solving, prioritization, and organizational skills
  • Must be proactive and data-driven, with working knowledge of metrics planning and spreadsheets
  • Demonstrated ability to work independently and prioritize multiple competing tasks
  • Experience in Procurement & Logistics would be a plus
  • Experience in an audio visual or related field would be a plus
  • Experience in event support or production management would be a plus


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