Wix Department Manager 

Ukraine, Kyiv 

713669492

Lead a fast growing team of IT Support Engineers through performance, coaching and setting educational objectives

Establish metrics, key performance indicators (KPIs) and service level agreements (SLAs) to drive our team’s performance using data as a basis for operational analysis and decision making

Design, develop and implement IT self-service guides, policies and procedures

Help build and manage the ITSM strategy roadmap with alignment to broader IT goals

Develop and maintain a strategy for an efficient and satisfying end-user experience

Ensure your team provides excellent customer service in addition to resolving issues within a defined SLA

Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes and reporting

Establish, assess, and improve process development and organizational change management

Ensure all service level objectives are being met or exceeded

Work with a sense of urgency to continually improve service levels and customer satisfaction