Michigan Schools and Government Credit Union
40400 Garfield Road, Clinton Township, MI, USA
Overview of Responsibilities : Supervises IT service team by overseeing day-to-day operations to ensure delivery of quality service by defining and monitoring service level agreements (SLAs) and key performance indicators (KPIs) for service quality, incident, and problem resolution. Supports SLA and KPI reporting for the entire IT team. Ensures change control, ticket management, and other policies and procedures are followed and evaluates areas for improvement.
Essential Duties & Responsibilities:
Delivers a superior member experience by building strong relationships to effectively supervise the IT service team. Ensures a consistent approach to service delivery, member and team member satisfaction, operational, and people management.
Advises and consults with IT team members and organizational stakeholders on expectations, requirements, and potential issues related to service integration and operations in order to deliver member-centric solutions....
