Senior Operations Manager

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.

We are looking for an experienced onsite Senior Operations Manager for Global AV & Events. The Senior Operations Manager role is crucial in ensuring that our client and employee's expectations are exceeded thus resulting in a world class experience.
The ideal candidate will have a broad skill set including a track record of supporting successful events, providing exceptional customer service, excellent interpersonal and written communication skills, and leadership experience and an expertise in AV operations and Events. This position will also be responsible for escalation resolution and making recommendations to maintain optimal Operations, Event and Conferencing experiences.

*This role can reside at client site in New York City or San Francisco.

How You Will Make An Impact:

* Deliver flawless production level events for executives, global user base and specialty teams
* Maintain functionality of global conference rooms and event spaces
* Create the operational systems, processes and policies in support of Clients mission, improve management reporting, information flow, business process and organizational planning
* Main point of escalation for the AV Ops & Events Global Service
* Strategic administration and general management, which includes day-to-day leadership, management and maintaining performance, ownership of interviewing and hiring and QBR ownership
* Design and implement training programs for staff and users
* Support and communicate with executives and end users regarding requirements for upcoming meetings, escalation resolution while representing Milestone
* Liaise and collaborate with cross-functional teams to drive key projects and understand event requirements
* Audits Ticket data to ensure ticket handling quality meets or exceeds expectations and SLAs
* On Call shifts scheduled during non-standard hours
* Provide reporting & analysis on data and metrics, observe and report on service trends across individuals and the team as a whole to drive direction and effectiveness of the team
* Collaborate with Milestone HR on all personnel issues or questions
* Responsible for assigned projects and efforts for key corporate initiatives and Internal Service Delivery initiatives

What You Will Need To Succeed:

* Bachelor's degree from an accredited institution OR 7+ years of relevant work experience in AV & Leadership roles
* Exceptional leadership, professionalism and customer-service skills
* Proven success in event coordination, production and space functionality
* Experience working with vendor tickets/maintenance and basic hardware/software troubleshooting knowledge
* Ability to prioritize and adapt while delivering results in a fast moving environment with constant changing priorities and demands
* Track record for delivery results
* Working knowledge of IT concepts, network protocols, account administration
* IT knowledge of Android, Chrome, iOS, Mac, Windows, operating systems
* Experience in AV operations, event logistics/coordination, and/or live show production or experience in AV systems installation, commissioning, and troubleshooting/maintenance
* Familiarity with ServiceNow, Google Suite, Zoom, Airwatch, Crestron XiO, Appspace ideal
* Successful project management and task management, verbal & written communication skills, combined with relentless follow-up
* Highly organized and system oriented, capable of working on multiple projects and maintaining communication
* Excellent problem solver able to make decisions in a timely manner, sometimes under tight deadlines and pressure

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.