Manager – Applications Support / Development

Manager – Applications Support / Development

Main Purpose of Job:

The Manager – Applications Support / Development will provide leadership to the Application Support team and serve as the initial escalation point for customer issues. He/She will work with cross-functional teams to get support closing escalated tickets and suggest product improvements to reduce customer issues. Applications Support is responsible for ensuring the resolution of application and system issues for internal and external users of the organization’s business systems.

Key Duties and Responsibilities:

• Lead Application Support team members with an emphasis on development and growth. Objectively measure team performance and provide guidance to improve and ensure high levels of client service. Focus on informing prioritization and tracking the resolution of known issues. Use metric-driven projections to manage the team's staffing model.
• Interfaces with key business stakeholders to identify deficiencies or recommend new software solutions.
• Work to eliminate obstacles and roadblocks to ensure your team can focus on execution. Proactively search for ways to improve and optimize the organization's support tools and processes and reduce our SLA response time.
• Creates and deploys feedback mechanisms for end-users. Analyzes results, makes recommendations for support process improvement, and implements changes for all enterprise applications.
• Manage projects involving the implementation and upgrade of business applications.
• Prioritizes, schedules, and administers all instances where enhancements and defect resolution are required.
• Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions and actions taken to final resolution.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Develop and lead Process Improvement initiatives by participating in user group meetings to identify areas where Application Support can assist in problem-solving or recommend solutions.
• Work with application software end-users to identify opportunities for improvement and solutions to business problems using the software and automation.
• Communicates application problems and issues to key stakeholders, including management, development teams, end-users, and unit leaders.
• Develops and provides training to the ICT support team by assessing training needs through discussions, meetings, and consultations with ICT personnel, end-users, and other organizational stakeholders to design, develop, and evaluate training programs, materials, and information.
• Ensure that incident, major incident, and request management procedures are followed by monitoring metrics and providing training and coaching to team members.

Key Interfaces:

• Executives/Department Managers
• Administrative staff

Competencies/Attributes

• Flexibility
• Communication
• Time management
• Problem-solving
• Teamwork
• Responsibility
• Adaptability
• Motivation
• Focus
• Integrity
• Avid learner
• Results-driven
• Collaborative learner

Required Qualifications/Experience/Competencies/Attributes:

• Bachelor’s degree in computer science, Management Information Systems, Project Management or equivalent combination of education and experience.
• 3-5 years of experience managing application support teams.
• Experience managing and supporting a service environment (e.g., incident management; identifying priority issues; installing and supporting applications)
• Strong planning an organizational skills
• Strong understanding of project management principles and proven experience in implementing them.
• Strong leadership skills.
• Proven experience with troubleshooting principles, methodologies, and issue-resolution techniques.
• Good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Highly self-motivated and directed.
• Exceptional customer service orientation skills.
• Extensive experience working in a team-oriented, collaborative environment.
• Knowledge of business processes and workflows, with experience in business analysis and process improvement initiatives.
• Experienced in people management, strategic planning, risk management, as well as change management.

• Any equivalent combination of qualifications and experience.