IT Support Manager

Job Description

• 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
  
  

Qualifications:

• You’re an IT professional with 5+ years’ experience on both the technical and managerial fronts
• You can lead, mentor, and develop a diverse team of IT professionals
• You can partner with any department to ensure that all aspects of IT Service delivery are accurate, efficient, repeatable, and robust
• You are great at driving operational improvements on a department-wide level
• You have a versatile background with a focus on internal customers and teams, and can work under unexpected and sometimes tight timelines to ensure the best end-user experience
• You can successfully manage a team across multiple time zones, and thrive in collaborative environments
• You have a solid technical background, and the natural ability to collaborate and explain technical solutions to a non-technical audience
  
  

About The Team

We are Wix’s IT team. We make sure Wix is always running smoothly and effectively. We live and breathe the Wix business and pride ourselves on always getting the job done. We solve problems on the go, making sure that details come together to propel Wix towards our vision and we have fun doing it.

We’re looking for an experienced and motivated leader to mentor, manage and support our growing IT Support team in the UA.

About Wix:

Wix makes it possible for anyone to succeed online.

Since 2006, we've grown to 5,000 employees in 17 countries, launched over 40 products, and serve over 230 million users and their visitors worldwide.

At Wix, we push you to innovate, evolve in non-traditional ways, and grow outside your comfort zone. We operate in small teams that work closely together to create incredible things.

We're proud to be an equal opportunity employer. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as an employer: creating a work environment where everyone is welcome, and anyone has the right to succeed.