Service Desk Operations Lead & Strategy Architect

Milestone Technologies, Inc.; San Francisco (CA); Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

Milestone Technologies, Inc. seeks a Service Desk Operations Manager who will lead client programs and drive service excellence for global users. You will establish metrics, supervise staff, and align IT operations with business goals.

The ideal candidate has 4+ years in service desk/NOC leadership, strong negotiation and relationship skills, and a passion for scalable process improvement in a fast-growing environment.

Qualifications

• 4+ years leadership experience in IT service delivery (service desk or NOC).
• Experience in a technical environment with SLA achievement and ITIL knowledge.
• Developed and implemented technical training programs.
• Ability to drive tool and process improvement through innovation.
• Strong leadership, business acumen, and interpersonal skills.
• Experience managing programs within IT operations.
• Ability to build relationships with business teams.
• Excellent problem solving, communication, and organizational skills.

Responsabilités

• Plan, develop, and evaluate client program.
• Define operational metrics, set targets, and drive continuous improvement.
• Produce and present weekly metrics using Jira Service Desk to IT Leadership.
• Collaborate with HR on personnel issues.
• Maintain documentation for the customer engagement.
• Develop strategic service perspectives from detailed operations data.
• Coach and maintain a positive, team-based environment; manage performance expectations.
• Supervise staff and oversee work by team leaders.
• Maintain service level agreements.
• Provide program updates to Milestone and client.
• Ensure documentation is up-to-date and training is completed for participants.
• Provide staff counseling and conduct performance evaluations per policy.
• Determine travel and training needs.
• Interview, identify, and hire the right people.
• Ensure staff training occurs and compliance is reported.

Connaissances

Leadership Experience

IT Service Delivery

SLA & ITIL

Technical Training

Project Management

Stakeholder Relationships

Data Analysis

Communication Skills

Team Coaching

Process Improvement

Description du poste

Milestone Technologies, Inc. seeks a Service Desk Operations Manager who will lead client programs and drive service excellence for global users. You will establish metrics, supervise staff, and align IT operations with business goals.

The ideal candidate has 4+ years in service desk/NOC leadership, strong negotiation and relationship skills, and a passion for scalable process improvement in a fast-growing environment.