Application Support Manager

Application Support Manager

As an Application Support Manager you would lead, develop, mentor, and manage a support team to ensure exceptional customer service is delivered. You would also provide support for our clients in the use, functionality, and understanding of our products and databases while managing the overall client experience ensuring timely resolution of client software issues through data analysis, troubleshooting using multiple development tools, best practice communication, and team coordinated testing.

Location

Dayton Metropolitan Area, Ohio

Responsibilities

  • Manage, lead, mentor and develop support team, with a range of experience, in a fast-paced, highly technical environment
  • Set and communicate support team goals and objectives.
  • Monitor departmental goals to ensure client satisfaction including staffing, volume, response times and quality of service
  • Provide feedback, training, and coaching
  • Manage staff real time and in one on one settings to increase staff performance levels
  • Act as a subject matter expert for software support resolving complex client inquiries and problems; respond to escalated client issues and negotiate solutions based on client needs and company policies
  • Review product changes and defects with development and provide them with client feedback to improve the overall product
  • Assign work and monitor on-going activities/problems of team members and works with them to assure proper follow up and closure
  • Work with the operations team to monitor team’s support metrics and develop plans to help reduce problem areas
  • Recruits, hires, and retains individuals with skills, knowledge and experience necessary to enable the organization to meet department needs.
  • Deliver performance feedback, reviews, and staff development for their team.
  • Write estimates for complex software modification specifications and documentation of support processes

Qualifications

  • Tech skills: In-depth knowledge and application of .NET framework (involving HTML, XSL, XML, and related technologies), Proficient knowledge and application of database structures including fields, tables, views, database objects, etc, Advanced knowledge and application SQL including complex coding and modifying existing PL/SQL code. Experience with MS SQL server and Oracle installation, maintenance, and upgrades strongly preferred.
  • At least 5 years of application support experience is required; prior support management experience is preferred
  • Bachelor's degree or higher in Computer Sciences, Management Information Science, or Business. Equivalent work experience may substitute for degree requirement.
  • Excellent conflict management/resolution, relationship building, partnering and team oriented skills.
  • Excellent interpersonal skills including verbal and written communication skills to technical and non-technical audiences
  • Exceptional customer service skills
  • Proficient research, decision making and problem-solving skills involving troubleshooting complex and never-seen-before business and technical issues and root cause analysis
  • Ability to plan and set goals to meet business results
  • Strong organizational and time management skills involving project planning and leadership as well as effectively management multiple work streams of varying degrees of complexity
  • Advanced analytical ability, particularly in a technical environment
  • Ability to mentor, coach, lead, supervise and develop effective teams

Preferred traits: iasWorld product experience, CAMA product experience, previous support management experience

Apply Online
Requisition Number: 6017064-1

 

 

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