Operations Supervisor

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 around the globe.

Job Overview

The Service Desk Supervisor is responsible for managing the activities and responsibilities of the Help Desk team and ensures that the service given to clients meets client standards. As a part of this management, the Service Desk Supervisor is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels. In order to be successful in this position, one must possess strong managerial and communication skills.

How You Will Make An Impact

• Works directly with the Operations Manager to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.
• Responsible for all Help Desk services as well as other future services.
• Develops and oversees metrics to measure productivity, efficiency, accuracy, and adherence to customer satisfaction.
• Gauges Service Desk Team performance, and seeks methods of improving and increasing efficiency.
• Monitoring of skill-based routing to maintain service levels.
• Schedule agents against forecast, accounting for shrinkage, schedule inflexibility, etc.
• Utilize real-time monitoring tools and workforce management techniques to improve technician efficiency.
• Analyze current day’s queue performance, compare with staffing plan and previous days historical to develop a course of action to ensure service level goals are met.
• Leads and provides coaching for other Technicians when workflow deficiencies are identified. Constantly identifies and acts based on operational metrics and problem trends.
• Ticket QA to ensure handling quality meets or exceeds expectations. Approving timecards, time off and Overtime requests for their specific team(s).
• Acts as liaison between Milestone HR Department and client on all employee related issues.
• Holds biannual performance reviews for each team member and maintains regular 1:1’s with team. Leads Recruiting efforts including candidate selection, from resume review through all aspects of the interviewing process.
• Attends and provides input during weekly service review and lead meetings.
• Escalates problems to Milestone Manager that directly puts client-Milestone relationship at risk Manages the quality and measures success of onboarding new technicians.
• Maintains 24x7 shift schedule and constantly performs load by shift analysis.

What You Will Need To Succeed

• Strong people management & leadership skills.
• Possesses strong experience/knowledge in both Windows and Mac operating systems. Experience managing a team of help desk and/or call-center team members is required. Must have strong decision making, prioritization, and communication skills.
• Strong technical background is required.

Estimated Pay Range: 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.

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 our employees but is 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.

This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.