Milestone Technologies, Inc.

  • Deployment Supervisor

    Job ID
    2018-6944
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    Inventory / Asset Management
  • Overview

    About the role: 
    Milestone is looking for a passionate, self-motivate Supervisor who brings a wealth of management, knowledge, and expertise. This position will help oversee the deployment team with leads and technicians as direct reports. The position is a customer facing operation that requires strict adherence to service levels. Additionally, the scope of the role includes special office/floor set-ups according to customer specifications, including possible stock rooms to store equipment. The position is fast-paced and deadline driven, often with short timelines to deliver. 
     
    This role is responsible for planning and managing the activities and responsibilities of their assigned team constantly driving efficiencies and process improvements to ensure service and support is meeting and exceeding key performance indicator expectations. Supervisors are expected to have incredible organization and time management skills, as well as a strong sense of urgency. 
     
    The best candidate will have a broad skill set including strong relationship management skills, people leadership and development, analytical horsepower, deep curiosity about how things work, and a passion for helping create a world class service experience for our clients 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. You will work with internal client peers and must have sufficient presence and communication skills to represent Milestone across all departments. 
     
    About Milestone: 
    Milestone is a Managed Service Provider that uses a holistic approach to bridge the gap between technology and people. At Milestone, we go above and beyond the typical scope of day-to-day. We make it our mission not only to resolve service operation problems, but study and improve the overall workflow and functionality of the business. Every service we provide is driven by experienced people who are determined to help our clients achieve their goals by understanding their business and aligning our resources accordingly.

    Responsibilities

    • Work directly with the leadership team to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client KPIs 
    • Manage desk setups and desk collections for customer new hires, interns, and contingent workers including, but not limited to locating desk locations within the campus for setups – mouse, keyboard, and monitor deployments, as well as other new hire requirements – and collections 
    • Support all customer office build outs of buildings and floors including responsibility for setting up stock rooms 
    • Work closely with warehouse personnel to ensure daily deployment deliveries are understood and delivered on time 
    • Provide coaching for all technicians when workflow deficiencies are identified 
    • Host bi-annual performance reviews and conduct regular 1:1 meetings with all direct reports to provide feedback, guidance, and support 
    • Audit, monitor, and report on tasks to ensure task handling quality meets or exceeds expectations 
    • Actively participate in and provide leadership to the THQ Follow Up process 
    • Observe and report on service trends across individuals and team ensuring 99% accuracy on all tasks 
    • Attend and provide input during weekly Global Supply Chain and Milestone Leads meetings 
    • Escalation point for all department-specific issues including blockers for technicians 
    • Training and maintaining a training matrix and documentation for all employees and processes 
    • Lead and drive special projects with a sense of urgency to ensure the results meet the agreed quality level 
    • Maintain FTC compliance within department 
    • Interface with all levels within client office and corporate managers as appropriate 
    • Oversee and ensure 100% vending machine fulfillment across the MPK/Bay Area Campus 
    • Workforce management including timecard approval and schedule management 
    • Act as liaison between Milestone HR and client on all employee-related issues 
    • Participate in recruiting efforts for team 
    • Manages the quality and measures success of onboarding new technicians 
    • Other duties as assigned

    Qualifications

    • Education/Experience 
      • Associate’s degree required 
      • 3+ years leadership experience with IT Service Delivery or Logistics environment 
    • Technical Skills 
      • Proficiency in Microsoft Office Suite, specifically PivotTables 
      • Familiarity with inventory management tools preferred 
      • Basic understanding of different operating systems (Mac, Windows, and Linux) 
    • Soft Skills 
      • Agile and exhibits a strong sense of urgency 
      • Exceptional professionalism and customer service skills 
      • Experience interfacing with senior-level management required 
      • Strong people and project management skills 
      • Excellent ticket management, written & verbal communication skills combined with relentless follow-up 
      • Team oriented 
      • Comfortable working in a fast-paced, demanding environment under immense pressure 
      • Knowledge of basic HR management principles and procedures 
    • Other Job Requirements
      • Available to work 40 hours/5 days per week with offset hours (occasional overtime as required) 
      • Ability to move/lift at least 25 lbs. 
      • Knowledge of common metrics used in the IT industry preferred 
      • IT Outsourcing experience preferred

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