AV​/VC Operations Manager

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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 Service Now. 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.

Milestone is looking for a passionate, self-motivated AV/VC Operations Manager who brings a wealth of people management, knowledge, and expertise. We are looking for an experienced onsite AV/VC Operations Manager who has strong AV operations and troubleshooting skills and is happy to work in a versatile role. You will manage a team that provides AV/VC client support and that is the first point of contact for requests from the customers to assist in conference room setup, operations requests, event requests, and break‑fix troubleshooting support needs.

Our ideal candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their global users. You must be willing to challenge the status quo to help improve existing workflows and processes to enhance customer experience.

Experience in client service management, analytics, strategic thinking, negotiations, and operations are required. We are looking for a smart, analytical, and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client's long‑term business strategy under the guidance from our Global Service Operations Management Team.

• Plan, develop, and evaluate client program
• Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve
• Present operational metrics weekly to AV Leadership
• Collaborate with Milestone Human Resources on all personnel issues or questions
• Maintain documentation and process specific to the customer engagement
• Develop a strategic perspective of the service based on multiple levels of detailed operations information
• Foster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations
• Supervise staff and oversee projects
• Responsible for maintaining technician schedules and ensuring coverage at all sites
• Ensure team is tracking all requests and issues through Zendesk/JIRA ticketing
• Ensure that the correct information is being logged in all tickets
• Provide data to aid FTE in delivering specific reporting metrics
• Monitor AV Ops ticketing queue and ensure all…