Milestone Technologies, Inc.

  • Program Manager

    Job ID
    # of Openings
    Hire Type
    Regular Full-Time
    Job Category
    Network Engineering / Network Administration
  • Overview

    • Manage the relationship with client account leadership team
    • Develop new programs as needed by client in line with Milestone Policies
    • Maintain operational level agreement SOW as well as planning requirements while handling and managing issues
    • Serve as escalation to assist in contacting the responsible group within Service Delivery team to ensure adequate support is provided with an existing or potential problem
    • Implement policy directives emanating from the Client in conjunction with Milestone's goals and policies
    • Assume overall staff leadership role in guiding all administrative, fiscal, treatment, and counseling activities
    • Design and implement team Lead roles
    • Engage in weekly team meetings to get direct employee feedback
    • Benchmark individual staff and team performance to achieve clients KPIs/SLOs
    • Recommend efficiency gains in services as program volumes increase
    • Monitory and distribute workload to maximize staff time and achieve client objectives
    • Provide detailed reporting to the Services Delivery Executive for each program as requested
    • Build networks and alliances across services to develop strategic alliances
    • Participate in new business development


    • Excellent analytical and problem solving skills
    • Excellent verbal and written communication skills
    • Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis
    • Must be able to work in a fast paced environment handling multiple activities simultaneously
    • Must be self- motivated, able to work independently and as a team member
    • Ability to exercise judgment and make sound decisions under pressure
    • Ability to easily communicate with employees and all levels of management
    • Excellent prioritizing, planning and organizational skills
    • Understanding of advanced technology service metrics, processes, and practices
    • Ability to handle multiple projects and tasks simultaneously
    • Ability to work with others to resolve problems, handle requests or situations
    • Strong relationship building skills
    • Ability to adapt/openly accept change
    • Takes accountability for decisions and actions
    • Takes an active role in personal growth and self-development
    • Ability to manage multiple projects


    • Support Networking/IT technology client service (Infastracutio & Project Coordination)
    • Strong communication, analytical, and teamwork skills is a must
    • Ability to work in a fast paced environment while focusing on more than one task at the same time is a requirement
    • Five or more years of progressive management experience in a high-volume Networking/IT support service environment (Infrastructure and Projecting Coordination)
    • Experience in customer support services arena, analyzing metrics and managing global programs
    • Demonstrate superior customer service skills and knowledge of continuous quality improvement practices
    • Demonstrate the ability to manage within an established budget as well as strong knowledge of budgetary processes, P&L statements, asset management, and project management
    • Must be able to input, monitor and manipulate data from various applications
    • Must have the ability to work a flexible work schedule




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