Operations Manager, Service Desk - Shared Services

Taleo; Phoenix, Northern (AZ, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Milestone Technologies in Phoenix is seeking an Operations Manager to lead client programs, drive service improvements and oversee a team delivering world-class IT services. You will optimize processes to enhance customer experience and align with the client’s strategic goals.

The role requires strong analytics, negotiations, and people leadership to scale operations, manage budgets, and mentor staff while collaborating with the Global Service Operations team.

Qualifications

• Experience in client service management and operations.
• Ability to define operational metrics and reporting.
• Strong leadership and staff development skills.
• Experience leading IT service delivery programs.
• HS Diploma or GED required; 4+ years leadership.

Responsibilities

• Plan, develop, and evaluate multiple client programs.
• Define operational metrics and reporting cadence.
• Maintain SLAs and budgets for the client engagement.
• Supervise staff and coordinate with team leaders.
• Conduct quarterly business reviews with the client.
• Coach staff and manage performance evaluations.

Skills

People leadership

Operations management

Strategic thinking

Client service management

Negotiations

Analytics

Budget management

Staff development

Education

HS Diploma or GED

4+ years Leadership Experience in IT Service Delivery & Logistics

Job description

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

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