Operations Manager, Service Desk - Shared Services

Milestone Technologies, Inc.; Phoenix (AZ); On-site; USD 85,000 - 95,000; Full time

Job summary

Milestone Technologies, Inc. is seeking an Operations Manager who brings a wealth of people management, relationship skills, and analytical horsepower to drive client programs and service delivery excellence.

The role focuses on defining operational metrics, maintaining SLAs, budgeting, and coaching teams for scalable growth and a world-class service experience for our client and global users. You will collaborate with the Global Service Operations Management Team to challenge existing workflows

Qualifications

• Previous experience in a technical environment with service desk management.
• Development and implementation of technical training programs.
• Knowledge of SLA achievement and methodology.
• Ability to drive tool and process improvement through innovation.

Responsibilities

• Plan, develop, and evaluate multiple client programs.
• Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve.
• Present operational metrics weekly to IT Leadership.
• Maintain agreed upon service level agreements.
• Supervise staff and oversee work organized by team leaders.
• Maintain and report on budget status and other financial measures defined for the customer engagement.
• Collaborate with Human Resources on personnel questions.
• Maintain documentation and process specific to the customer engagement.
• Develop a strategic perspective of the service based on detailed operations information.
• Coach and communicate the corporate vision/values and manage performance expectations.
• Provide program updates to Milestone Technologies and the client.
• Ensure documentation is up-to-date and participants are trained.
• Review change order requests and lead all.
• Quarterly business reviews with the client.
• Provide counseling of staff and conduct performance evaluations.
• Determine travel and training needs; manage merit process.
• Ensure staff training and compliance reporting.

Skills

Client relationship management

Leadership

Negotiation

Analytical thinking

Operational excellence

Budget management

Staff coaching

Project management

IT service delivery

Education

HS Diploma or GED

4+ years leadership experience in IT service delivery

Tools

ITIL knowledge

SLA methodology

Job description

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market.

The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Milestone Technologies is looking for a passionate, self-motivated Operations Manager who brings a wealth of people management, knowledge and expertise. Our ideal candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their global users.

You must be willing to challenge the status quo in order to help improve existing workflows and processes to enhance customer experience. Experience in client service management, analytics, strategic thinking, negotiations and operations are required. We are looking for a smart, analytical and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client's long-term business strategy under the guidance from our Global Service Operations Management Team.

Responsibilities

• Plan, develop, and evaluate multiple client programs
• Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve
• Present operational metrics weekly to IT Leadership
• Maintain agreed upon service level agreements
• Supervise staff and oversee work organized by team leaders
• Maintain and report on budget status, in addition to other financial measures defined for the customer engagement Collaborate with Milestone Technologies Human Resources on all personnel issues or questions
• Maintain documentation and process specific to the customer engagement
• Develop a strategic perspective of the service based on multiple levels of detailed operations information
• Foster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations
• Provide Milestone Technologies and the client with any updated program changes
• Ensure that all documentation is up-to-date and that all program participants are fully trained on processes and procedures
• Review change order requests and lead all
• Quarterly business reviews with the client
• Provide counseling of staff
• Ensure that performance evaluations of all staff are completed according to the Personnel Manual
• Determine the need for travel and training of all employees as required
• Manage the merit performance process
• Ensure staff training takes place and compliance can be reported

Skills

• Previous experience working within a technical environment; prior service desk management required
• Development and implementation of technical training programs
• Knowledge of SLA achievement and methodology
• Ability to drive tool and process improvement through innovation
• Leadership and core business/interpersonal skills
• Successful project management experience
• Ability to establish relationships with Business Teams
• Familiarity with common metrics used in the IT industry
• Ability to develop a strategic perspective of the service based on multiple levels of detailed operations information
• Excellent problem solving, communication, and organizational skills
• Experience leading programs within an IT Operations environment
• HS Diploma or GED 4+ years Leadership Experience with IT Service Delivery & Logistics/Asset Management

Compensation

Estimated Pay Range: 85,000 to 95,000 Base salary + benefits

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 ouremployees butis 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.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.