Experience:
3-5 years of experience
Concerned about your lack of experience? Learn More...
Employment Type:
Full time
Posted:
2/7/2018
Job Category:
Information Services
Industry:
Other
Software Applications Support Manager
(This job is no longer available)
iStaff | Atlanta, GA
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Job Description

Title: Application Support Manager

Location: Johns Creek

Exciting opportunity with a great client having an attractive culture, benefits, long tenured employees, and a rewarding end product. They are seeking a Software Applications Support Manager to oversee the software support staff that provide client and user support services for our internal and external software applications.

As a Software Applications Support Manager, you will work on mission critical projects that support both our internal and external customers. You will also maintain all related documentation, manage the support ticket backlog, prioritize tickets, and ensure proper assignment and attention.

As a Direct Hire opportunity, an awesome benefits package awaits including:

  • Very affordable medical, dental and vision insurance premiums
  • Company funded Health Reimbursement Account
  • Generous matching 401k
  • Company funded short-term, long-term disability, AD&D and employee life insurance
  • Health club reimbursement up to $1000/year
  • Tuition reimbursement
  • 4 weeks of PTO per year (pro-rated based on start date)
  • Plentiful training and development opportunities

Key responsibilities include maintaining all related documentation, managing support ticket backlog, prioritizing tickets, and ensuring proper assignment and attention. The role also requires the incumbent to establish and maintains relationships with customer, quality assurance, software development, and project/product management and other teams to research, report and correct any quality assurance issues. The essential functions of this position also include:

  • Providing advanced troubleshooting skills to resolve technical problems.
  • Coaching, mentoring, motivating, and managing the software support team to include influencing the team to take positive action and accountability for their work.
  • Ensuring excellent and prompt communication with user and client base.
  • Supporting activities, release notes, update notifications and outages.
  • Developing and maintaining a comprehensive documentation for understanding of software applications to provide troubleshooting guidance and strategies.
  • Complex and escalated customer support issue intake and resolution.
  • Managing department budget to ensure goals are met.
  • Planning, prioritizing, and delegating work tasks to ensure proper function of the department.
  • Conducting staff performance feedback, evaluations, training, and development.
  • Client and user base satisfaction surveys following support activities.
  • Developing and implementing policies and procedures.
  • Identifying and implementing strategies to improve quality of support, productivity and profitability.
  • Coordinating and managing customer support projects and initiatives.
  • Documenting each customer issue/resolution.
  • Participating in business meetings and providing status reports as needed.
  • Serving as liaison between departments to find solutions to technology issues/problems.
  • Ensuring customer needs are met with consistently high quality of service engaging appropriate internal resources to resolve technical issues and update our customers on progress toward resolution.
  • Manage all employees of the support group and be responsible for the performance management and hiring of the employees within that department.

To be successful; you should possess most of the following:

  • BS degree in Computer Science or technical major required
  • 5+ years of experience in an agile Microsoft .NET based software applications environment with progressively increasing responsibilities.
  • 2+ years of experience directly leading/managing technical staff members to include responsibility for hiring, training, developing and disciplining employees
  • Experience with transact-SQL queries.
  • Relational database knowledge (database schema, tables).
  • Experience with defect tracking tools.
  • Experience troubleshooting software applications.
  • Project management experience

To expedite review of your Resume, when submitting for this position, please ensure your Resume highlights the above duties/qualifications that you legitimately have experience in/possess and email directly or through this job board. For fastest consideration, please do NOT apply through the iStaff website.

ABOUT iStaff:
Founded in 1995, iStaff offers combined experience of over 30 years of industry experience and demonstrated success in our IT recruiting and sales staff that has the expertise to source candidates with unique and hard to fill skill sets. Headquartered in Atlanta, GA, our IT recruiting division focuses on contract, contract to permanent and permanent placement opportunities on a national basis.

Qualifications

Applicants must be eligible to work in the specified location