Service Desk Operations Supervisor

2 weeks ago

Phoenix, Arizona, United States Milestone Technologies Full time
Job Overview

The Operations Supervisor plays a pivotal role in managing the activities and responsibilities of the Procurement, AV/VC, and Events teams, providing global support for our clients.

This role requires a high level of technical assistance, ensuring service and support are delivered at agreed levels. The Supervisor must understand the integration of people, processes, and tools within the overall delivery environment, planning, scheduling, communicating, coordinating resources, and managing 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
Compensation

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone, we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work.

We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance.

Milestone also makes reasonable accommodations for disabled applicants and employees.

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