Service Desk Shift Lead

Milestone Technologies, Inc

Milestone Technologies, Inc


Milestone Technologies, Inc


Hyderabad, Pakistan

Date Posted

August 24, 2021


Office Management & Administration

Job Type


Education Requirement Bachelors/Masters
Career Level Mid Level
Experience 1-3 Years
Base Salary Rs.80,000-Rs.100,000
Street address Hyderabad


Milestone Technologies, Inc. is a leading Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact Center Services, Internal IT Support, Data Center Operations, Workforce Solutions, and IT Professional Services

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 2,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.

Job Overview

Should have the ability to spearhead a process from scratch
Should be able to motivate, develop and mentor team members in a dynamically changing environment
Monitor projects/transactions and provide qualitative/constructive feedback to the team members

How You Will Make An Impact

Should have the ability to spearhead a process from scratch
Should be able to motivate, develop and mentor team members in a dynamically changing environment
Monitor projects/transactions and provide qualitative/constructive feedback to the team members
Answer operations related queries from the stakeholders
Manage escalations
Ability to handle pressure and a natural go getter
Excellent hands-on skills to get into the process deeply ability to identify the gaps and suggest improvement plans to customer
Drive process performance to achieve and exceed SLA/OLA deliverables
To create a conducive and stimulating environment for the teams to accomplish their goals
Manage expectations of his/ her team members and proactively be able to sense their needs
Able to guide the team by implementing best practices and always lead-by-example
Should have a sound knowledge of Service Now & MIS and reporting activities stressing over backend
Should be able to handle client interactions with senior client stakeholders (on calls or in person)
Effective written and verbal communication skills.
Should have excellent problem-solving capabilities and lateral thinking skills
Maintain delivery dashboards with analysis
To be a part of the client collaboration meetings to have better understanding of existing processes and provide inputs for continuous improvement

Key Deliverables (KRA/Measure)

Should have the maturity/experience to manage skilled L1 and L2 resources
Should have the required expertise and analytical skills to provide strategic process improvement inputs (Operational excellence)
Shows flexibility/ownership works under pressure
Ability to work within challenging environment with tight delivery timelines
Attrition Absenteeism management ownership
To own and drive and develop the team members for being effective in their role
Should be able to work towards enhancing customer experience and overall service delivery
Meeting client expectation and process metrics
Lead continuous improvement initiatives for the project
Understanding of the Business situation and capability to address issues
Monitor resource utilization performance

What You Will Need To Succeed

Should have managed e service desk operations in his/ her current role for at least 6-7 yrs
2-3 years of experience in IT Service Desk as a Team Lead
Should have either Engineering or any relevant degree to perform the role effectively.

Preferred Qualifications

Certifications in technology specific areas, networking, or management preferred

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.

This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.

Job description is subject to change