Service Desk Operations Manager

Milestone Technologies, Inc.; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Leadership Experience

IT Service Delivery

SLA & ITIL

Technical Training

Project Management

Stakeholder Relationships

Data Analysis

Communication Skills

Team Coaching

Process Improvement

Job description

Milestone Technologies is looking for a passionate, self-motivated Service Desk 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.

• Plan, develop, and evaluate client program.
• In addition to standard metrics (FCR, CSAT, MTTR), define key operational metrics, develop reporting infrastructure, set targets and continuously improve
• Utilizing Jira Service Desk and other tools, produce and present operational metrics weekly to IT Leadership
• Collaborate with Milestone 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
• Supervise staff and oversee work organized by team leaders
• Maintain agreed upon service level agreements
• Provide Milestone 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
• 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
• Interview, identify and hire the right people to make the team successful.
• Ensure staff training takes place and compliance can be reported

Required Skills:

• 4+ years Leadership Experience with IT Service Delivery specifically in Service Desk or NOC
• Previous experience working within a technical environment
• Knowledge of SLA achievement and methodology
• Understanding of ITIL principles
• Development and implementation of technical training programs
• 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