Majelyn Dela Cruz Phillips

Service Desk Supervisor

What were you doing before joining MIL?

Prior to joining MIL, I worked as a Service Desk Supervisor for a non-profit healthcare company that provided health insurance products in D.C., Maryland, and Northern Virginia.

Why did you decide to join MIL?

An MIL recruiter reached out to me regarding a position for MIL supporting a federal agency. I was a bit hesitant at first, because the qualifications seemed a bit intimidating. However, I was looking for an opportunity to grow and excel in my career. The interview preparation paid off, and MIL offered me the position.

What are you working on now?

Currently, I’m working on a project at the LoC Service Desk primarily focused on continual improvement (Service Desk Training Plan, ticket quality, and knowledge base). As a team, we’re working on LoC’s return-to-on-site project. We are providing over the phone assistance for users returning on-site who need technical assistance setting up their office.

What is important about your work?

I believe the most important aspect of our work is providing exceptional customer service to our users by focusing on treating our customers well, answering questions, and exceeding our user’s expectation

What are the best aspects about your current job?

My team definitely! I am managing 19 Service Desk technicians with different personalities, but we all believe in one common goal and that is to provide the best service possible to our client. In addition, my managers are very supportive and are always willing to help when needed.

Why do you enjoy working at MIL?

MIL provides a positive work experience. Personal growth? They provide company sponsored trainings. Career growth? MIL is big in promoting from within. Work-life balance? Corporate affairs where you and your family can participate, and don’t forget about the free concerts at Capital One Arena.

What is the most challenging project you’ve worked on at MIL?

As of today, the most challenging project for me is our Knowledge Management Initiative which is divided into two parts. The first part is migrating all our documents from our shared drive to ServiceNow. This initiative requires a lot of quality checks to confirm that we are publishing the most current process as some are dated 2017. The second part is ensuring that all new process, troubleshooting, and SOPs are published in ServiceNow.

What is the best piece of career advice you can offer someone in your field who is either applying to or beginning a career at MIL?

It is natural to have a general career path in mind, but don’t be afraid to accept challenges even if it seems that may lead you to a different track. You never know what kind of opportunity it might bring.

If applicable, please share a memorable/significant experience that has occurred during your time with MIL.

My first holiday party with MIL employees and sub-contractors working at LoC. Due to the pandemic, we have a lot of people working remotely, so it was nice to finally put a face to a name.