Service Operations Manager - OCS, Espresso & Vending- - Redmond, WA

Job Summary

Supervisory Responsibilities:

Essential Functions and Responsibilities: 

• Oversee the daily operations for the Service Department and OCS as a whole. This includes but is not limited to the Service desk, OCS Routes, and Service Technicians.                                    
• Supervise, motivate and train service desk team. Set up communication process including weekly team meetings, communication log, etc.       
• Monitor open service requests, preventive maintenance schedules, equipment installations, outstanding repairs, and escalated issues to ensure timely completion and accurate documentation.
• Communicate requirements to staff for completion of service requests.                             
• Assist SCSM and Beverage project Manager in coordinating with clients and international partners for scheduling install, pull, remodel, and other work as necessary.                     
• Support the Microsoft Mission and Compass objectives of customer service, operational excellence, teamwork, process improvement, leading by example and exceptional character        
• Identify continuous improvement processes, procedures, and make suggestions for innovations, efficiencies and technology upgrades to SCSM                                               
• Monitor self-evaluations and surveys for customer satisfaction                                          
• Participate in and provide technical expertise and direction to the Service Desk team, including Service Technicians and Delivery staff.                                                             
• Assist SCSM in Developing, measuring Service Desk metrics and SLA’s (as needed)                                      
• Identify critical issues and/or handle escalations from Senior Management or client and resolve issues to Client & Management satisfaction.                                               
• Participate in conference calls with the clients where required to address critical issues, if any
• Act as an escalation point for problem and issue resolution.  Coordinate timely resolution and communicate updates to leadership and affected stakeholders. 
• Assist with the development, measurement, and reporting of Service Desk metrics, key performance indicators, and service-level agreements.
• Review service data, customer feedback, surveys, and operational trends to identify recurring issues and opportunities for improvement.
• Assist SCSM with Team building, mentoring, and technical development of staff. 
• Serve as contact between customers, vendors & field site staff for day-to-day event operations     
• Performs and assists with other duties as assigned                             

Qualifications:

• Bachelor's degree from an accredited college or university; OR
• Successful graduation from a technical school with one to two years of related experience and/or training; OR
• Equivalent combination of education and experience.
• Preferred experience in a Service Desk, dispatch, or field service environment.
• Minimum 2 years of supervisory experience in the OCS, espresso, vending, beverage equipment, or related service industry, leading teams of 10 or more employees.
• Valid Non-CDL Class C driver's license (unless otherwise required by state regulations) with a satisfactory driving record.
• Minimum 3 years of driving experience.
• Strong proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Experience supporting services in a remote access or field service environment.
• Strong customer service, interpersonal, and relationship-building skills.
• Excellent verbal and written communication skills.
• Ability to effectively communicate technical information to non-technical audiences.
• Strong analytical, organizational, and problem-solving skills.
• High attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Process-oriented mindset with flexibility to adapt to changing business needs.

Preferred Qualifications

• Route management experience.
• Experience managing service metrics, SLAs, and performance reporting.
• Experience with equipment installation, preventive maintenance, and field service operations.
• Prior experience in Office Coffee Service (OCS), espresso equipment, vending operations, or beverage services.