it Operations queue captain - philippinesMilestone Technologies

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 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
Queue Captains are "ticket experts" and assist the team in assigning/distributing tickets as they are created and appear in our queue. Their main objective is to provide outstanding service and support by reducing backlog & aging tickets, creating efficiency, in lieu of automation on a global scale. Queue Captains will also assist Leads and Managers with larger ticket projects and reducing project ticket aging.
Queue Captains are expected to have a strong scope of understanding on the variety of tickets that we support, including Service Desk, Supply Chain and AVOps. They will quickly assess each ticket in the unassigned queue and determine the correct ticket categorization and assignee for fast response time. Queue Captains are self motivated and understand how to prioritize and manage their time to be efficient in a high volume, fast paced and complex environment.
How You Will Make An Impact
Responsibilities
Act at first point of contact for incoming support requests for internal users.
Ticket triage, categorization, and escalation or assignment
Unassigned ticket queue ownership and management
Backlog and Aging ticket management
Monitor escalation queue and deescalate improper escalations
Quick ticket resolution
VIP and high priority ticket assignment and ownership
High level communication regarding team productivity patterns, common issues, etc
Respond to L1 requests for reassignment in chat channel
Demonstrate ownership in achieving handle time and aging ticket SLA's
What You Will Need To Succeed
Skills/Qualifications
3+ years of IT Support related experience
HS Diploma or GED
Fluent in the native language of the country of employment + English
Working knowledge of:
Both Windows and Mac OS architecture, troubleshooting, and knowledge of applications including MS Office, VMware Fusion, and Apple Remote Desktop. Active Directory and basic AD administration Google Apps for Business, including Mail, Calendar, Drive, Docs, and Groups Cloud storage services, Documentation tools such as Confluence, Video conferencing tools such as Zoom. Mobile device troubleshooting and MDM for both Android and iOS devices.
Proficient with ITSM platforms, preferably JIRA and ServiceNow
Effective interpersonal communication skills, including the ability to support others in a team environment while also serving as a single point of contact
Strong documentation and communication, time management, and prioritization skills
Self-motivated and detail oriented ability to work with limited supervision and stay focused while performing repetitive tasks
Ability to make quality decisions and deal with ambiguity
Ability to quickly adapt to changing needs, infrastructure, and evolving business processes.
Proven track record of results
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.
Milestone Technologies

Manila City, Metro Manila
Permanent
Full-time