Logo von Milestone Technologies, Inc.
Milestone Technologies, Inc.
Service Desk L1 Lead

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.

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 around the globe.

Job Overview

Milestone Technologies, Inc. is seeking a Service Desk L1 Lead to assist with Service Desk Team Management for Uber. Our goal is to deliver excellent technical support with outstanding customer service and timeliness. This position is part of the IT team so candidates must be passionate about technology and have the ability to thrive in a fast paced and high-pressure environment. The Service Desk L1 Lead should have open availability to supervise teams in multiple time zones.

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, hold the team accountable.
  • Delivers coaching and feedback in the moment, conducts 1:1 with individual team members, and leads 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 reports 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 and Chrome OS, hardware/software troubleshooting knowledge.
  • Previous customer service experience
  • 3+ years Team Leadership
  • Proven track record of driving results
  • Corporate IT or Help Desk experience


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.

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.

Unternehmen im Überblick

1.001 bis 5.000 Mitarbeiter
100 bis 500 Millionen $ (USD)

Bewertungen für Milestone Technologies, Inc.

  • 73 %
    Würden einem Freund empfehlen
  • 86 %
    Befürworten CEO
  • CEO Sameer Kishore
    Sameer Kishore
    216 Bewertungen
  • Karriere­chancen
  • Vergütung & Zusatzleistungen
  • Kultur & Werte
  • Führungs­ebene
  • Work-Life-Balance

Bewertungen von Milestone Technologies, Inc. nach service desk analyst (m/w/d)

  • "bureaucracy and red tape is kept at a minimum; good pay; company tries to help you and is on your side; lots of freedom" (in 20 Bewertungen)
  • "Good management and cool colleagues" (in 17 Bewertungen)
  • "This is an amazing opportunity to work for these companies which you otherwise may not have." (in 13 Bewertungen)
  • "Great people and they care about you!" (in 12 Bewertungen)
  • "Good benefits and good work life balance" (in 7 Bewertungen)
  • "Pay could be better for the work done." (in 20 Bewertungen)
  • "no raises, management was poor" (in 17 Bewertungen)
  • "Growth opportunities." (in 13 Bewertungen)
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