sherwin - Cleveland, OH, United States | 2024-08-05 23:13:53

The IT Supervisor, Digital Service, is responsible for oversight of the Digital Service Desk and Service Operations staff. The primary goals of the Digital Service Operations team are to deliver efficient and high-quality solutions to our customers and to streamline and improve service delivery. The IT Supervisor, Digital Service promotes these goals by:

• Coaching, mentoring, and evaluating service analysts to deliver efficient and high-quality solutions to our customers
• Participating in the design, implementation, and support of service management flow, including service level agreements, within the organization to ensure that current and proposed service flows are consistent with the tools and capabilities the service teams can support
• Collecting and reviewing customer satisfaction data on service operations and sharing to improve team and company performance 
• Defining, collecting, reviewing, and publishing relevant data and performance metrics with team members, customers, and partnering organizations
• Managing service management tasks related to the creation, collection, and dissemination of policy, process, and knowledge documentation
• Acting as a point of escalation and collaboration for service management within the team and with service partners

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