Service Desk Operations Supervisor

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

The Operations Supervisor is responsible for managing the activities and responsibilities of the teams that provide global support for our client. As a part of this management, the Operations Supervisor will be responsible for providing high-level technical assistance to the team and ensuring service and support is provided to clients at agreed levels. The Supervisor must understand the integration of people, processes, and tools within the overall delivery environment, and will be responsible for planning, scheduling, communicating, coordinating resources, and managing day-to-day tasks to sustain and improve. The Operations Supervisor acts as a liaison for team communications, partnering with cross functional leaders to keep abreast of daily operations and projects.

How You Will Make An Impact

• Work directly with Service Delivery Manager & Operations Manager to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators
• Be the point of contact for troubleshooting, customer service issues, approvals, first-level escalations, HR activity
• Support cross functional management teams to provide the best possible service to all end users
• Prepare reports or documentation to share with key stakeholders to help deliver great service at the best possible cost for the organization and our partners
• Assist the Leadership team in building relationships with all partners across the organization, ensuring timely and effective communication with client stakeholders
• Observe and report on service trends across individuals and team as a whole
• Play a key part in developing best in class operations and share best practices internally
• Conduct regular meetings with local and regional team to provide guidance and support
• Support the greater Milestone team to attract, acquire, retain, and develop the necessary talent to continuously improve team performance and capability
• Seek out waste reduction initiatives
• Help create a positive and fun working environment

What You Will Need To Succeed

• 3+ years’ experience managing a team of 10+ employees
• 1+ years’ experience supporting and/or managing a Walk-Up Help Desk team
• Ability to understand and thrive in a fast paced, high volume work environment with extremely busy peak seasons
• Excellent communication skills, both verbal and written
• Strong problem solving, prioritization, and organizational skills
• Must be proactive and data driven, with working knowledge of metrics planning and spreadsheets
• Demonstrated ability to work independently and prioritize multiple competing tasks