Service Operations Manager

Service Operations ManagerThe Service Operations Manager supervises and coordinates the activities of employees engaged in dispatch, setup, installation, repair, and maintenance of Office Coffee Service (OCS), espresso, and vending equipment. This role is responsible for overseeing daily service operations, route management, equipment installations, preventive maintenance programs, and customer support functions while ensuring operational excellence and exceptional customer service. The position also maintains responsibility for facilities, vehicles, and grounds while leading a team of service professionals in a fast-paced environment.Supervisory Responsibilities:Directly supervises employees in the Maintenance and Installation Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.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 characterIdentify continuous improvement processes, procedures, and make suggestions for innovations, efficiencies and technology upgrades to SCSMMonitor self-evaluations and surveys for customer satisfactionParticipate 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 anyAct 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 operationsPerforms and assists with other duties as assignedQualifications:Bachelor's degree from an accredited college or university; ORSuccessful graduation from a technical school with one to two years of related experience and/or training; OREquivalent 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 QualificationsRoute 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.