We are:

The Wix 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 US.

You are:

An IT professional with 7+ 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 handle managing a team across multiple time zones, and thrive in collaborative environments. You also excel at taking things on independently. You have a solid technical background, and the natural ability to collaborate and explain technical solutions to a non-technical audience.

As the IT Support Manager US, you will:

• 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 of operational analysis and decision making.
• Design, develop & 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.