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Wix Department Manager 
Ukraine, Kyiv 
713669492

25.06.2024
  • 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