Service Desk Operations Supervisor

The Operations Supervisor is responsible for managing the activities and responsibilities of the Procurement, AV/VC, and Events 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.

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
Assist with 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 Operations Manager 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 Technologies 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

Skills

3+ years' experience managing a team of 10+ employees
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
Experience in Procurement & Logistics would be a plus
Experience in an audio visual or related field would be a plus
Experience in event support or production management would be a plus

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