ALM Supervisor L2

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.

The Operations Supervisor is responsible for managing the activities and responsibilities of the day to day operation. 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
Ability to understand and thrive in a fast paced, high volume work environment with extremely busy peak seasons
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
Assist with challenging client requests or handling escalations as needed
Exceptional verbal and written communication skills
Qualifications
5 to 7+ years' experience managing a team of 10+ employees
Demonstrated capability to work effectively with cross-functional teams
Proven process and performance success at the Supervisor level.
Proven Leadership, time management, critical thinking, and professionalism.

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.