Own performance and day-to-day operations across all three support levels: manage the 4 direct reports on the Level 3 team directly, and hold the outsourced partner accountable for Levels 1 and 2.
Own support KPIs, SLAs, and ticket workflows/escalation paths across all levels, and report on performance and trends to leadership on a regular cadence.
Continuous Improvement: Always be looking for opportunities to improve our teams’ workflows and challenge the process to ensure it brings value. We need to be better tomorrow than we were today!
