Operations Manager, Service Desk - Shared Services

Operations ManagerMilestone 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.ResponsibilitiesPlan, develop, and evaluate multiple client programsDefine key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improvePresent operational metrics weekly to IT LeadershipMaintain agreed upon service level agreementsSupervise staff and oversee work organized by team leadersMaintain 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 questionsMaintain documentation and process specific to the customer engagementDevelop a strategic perspective of the service based on multiple levels of detailed operations informationFoster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectationsProvide Milestone Technologies and the client with any updated program changesEnsure that all documentation is up-to-date and that all program participants are fully trained on processes and proceduresReview change order requests and lead allQuarterly business reviews with the clientProvide counseling of staffEnsure that performance evaluations of all staff are completed according to the Personnel ManualDetermine the need for travel and training of all employees as requiredManage the merit performance processEnsure staff training takes place and compliance can be reportedSkillsPrevious experience working within a technical environment; prior service desk management requiredDevelopment and implementation of technical training programsKnowledge of SLA achievement and methodologyAbility to drive tool and process improvement through innovationLeadership and core business/interpersonal skillsSuccessful project management experienceAbility to establish relationships with Business TeamsFamiliarity with common metrics used in the IT industryAbility to develop a strategic perspective of the service based on multiple levels of detailed operations informationExcellent problem solving, communication, and organizational skillsExperience leading programs within an IT Operations environmentHS Diploma or GED 4+ years Leadership Experience with IT Service Delivery & Logistics/Asset ManagementCompensationEstimated Pay Range: 85,000 to 95,000 Base salary + benefits 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.Our Commitment to Diversity & InclusionAt 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.