IT Team Manager overseeing direct reports to achieve high customer satisfaction and meet SLAs. Involved in continual service improvement and operational performance across multiple locations.
Responsibilities
Manage direct reports in multiple locations
Monitor overall performance of services
Deliver service successfully – achieve SLAs and customer satisfaction
Hire, train, and motivate direct reports
Develop continual service improvement plans
Hold regular campus review meetings
Responsible for workflow and resources to meet obligations
Act as a point of contact for team concerns
Manage sickness/absence, holidays, and training levels
Complete yearly performance reviews
Requirements
Knowledge management and reporting experience
Experience managing SLAs, KPIs, and performance metrics
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