Service Desk Operations Manager
3 weeks ago
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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