Remote Support Lead - Manila

Company Overview:
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.
How You Will Make An Impact:

- Works closely with Service Desk Manager to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.
- Strong leadership, customer service, communication and interpersonal skills.
- Set goals and objectives for the team, holds team accountable.
- Delivers coaching and feedback in the moment, conducts 1:1 with individual team members, Lead team syncs.
- Delegates tasks and responsibilities based upon individual strengths to achieve maximum efficiency
- Leads and provides coaching for Technicians when workflow deficiencies are identified.
- Ensures compliance with all service and acts as the escalation point.
- Creates and implements training for new processes and initiatives
- Action oriented, detail oriented and motivated to do what's best for the customer and the team.
- Makes decisions in a timely manner, sometimes under tight deadlines and pressure.
- Regular communication with Managers and provides weekly report of team performance.
- Monitors chat and tickets to ensure quality and identify coaching opportunities
- Provides valuable input via regular posts in Global Help Desk Chat
- Balancing the team schedule on a weekly basis.
- Participates in hiring for open positions
- Conducts annual performance reviews for all team members
- Audits tickets to ensure proper tone is being used
- Flags tickets for review

What You Will Need To Succeed:

- Has experience working with vendor tickets/maintenance and basic Mac/Windows, hardware/software troubleshooting knowledge.
- Previous customer service experience
- 3+ years Team Leadership
- Proven track record of driving results
- Corporate IT or Help Desk experience

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._