Global Service Desk Lead — Operations & Performance

Milestone Technologies, Inc.; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Milestone Technologies, Inc. is seeking an Operations Supervisor to manage the teams delivering global client support.

You will align people, processes, and tools within the delivery environment, plan and schedule tasks, coordinate resources, and communicate across functions to sustain and improve service levels. You will partner with the Service Delivery Manager & Operations Manager to meet client KPIs, handle escalations, generate stakeholder reports, and help build a high-performing, positive

Qualifications

• 3+ years’ experience managing a team of 10+ employees.
• 1+ years’ experience supporting and/or managing a Walk-Up Help Desk team.
• Able to thrive in a fast-paced, high-volume environment.
• Excellent verbal and written communication skills.
• Proactive and data-driven with knowledge of metrics planning and spreadsheets.
• Ability to prioritize multiple competing tasks independently.

Responsibilities

• Coordinate and maintain optimal service execution to client KPIs.
• Be the point of contact for troubleshooting and escalations.
• Support cross-functional management to deliver high-quality service.
• Prepare reports for key stakeholders to optimize cost and service.
• Foster relationships across the organization with client stakeholders.
• Observe service trends and share best practices internally.

Skills

Team leadership

Customer service

Communication skills

Problem solving

Data-driven

Metrics planning

Tools

Microsoft Excel

Job description

Milestone Technologies, Inc. is seeking an Operations Supervisor to manage the teams delivering global client support.

You will align people, processes, and tools within the delivery environment, plan and schedule tasks, coordinate resources, and communicate across functions to sustain and improve service levels. You will partner with the Service Delivery Manager & Operations Manager to meet client KPIs, handle escalations, generate stakeholder reports, and help build a high-performing, positive