Manager, Application Support

Responsibilities:

1.

Application Support Management


* Lead and mentor a team of application support specialists to ensure timely and effective resolution of customer issues.


* Collaborate with cross-functional teams to prioritize and address critical support issues.


* Implement best practices and continuous improvement initiatives to enhance the efficiency of the support team.


* Collaborate with development and engineering teams to address complex technical challenges.


* Manage the support database for the current software support ticketing system.

2.

Hosted Environment Management:


* Oversee the administration and optimization of our hosted environment to ensure optimal performance, reliability, and security to consistently achieve service level objectives.


* Collaborate with the infrastructure team to implement and maintain robust hosting solutions.


* Develop and implement strategies for scaling the hosted environment to meet growing business demands.

3.

Client Relationship Management:


* Focus on the overall value of customer relationships, including reference-ability, & ways to drive incremental revenues from the customer base.



* Serve as the primary point of contact for escalations.


* Analyze and prioritize escalated issues, ensuring timely resolution and customer satisfaction.


* Travel on occasion, primarily Customer Visits, User Group Meetings and/or Customer Conferences, Business Process Re-Engineering Trips

4.

Technical Expertise:


* Possess in-depth knowledge and hands-on experience with Microsoft Software Stack including, Windows Server, Internet Information Services (IIS), SQL Server, and SQL Server Reporting Services (SSRS).


* Stay current with industry trends and updates related to application support and hosted environments.


* Provide technical guidance and training to support team members.

5.

Organizational Responsibilities:


* HR Responsibilities for the Client Services Team.


* Set, meet, and monitor departmental goals to drive optimal performance.


* Understand provisions of maintenance contracts and communicate to customers as needed thereby contributing towards monthly revenue targets.


* Provide input Client Services Team including forecasting Maintenance Revenue and Departmental Costs.

Qualifications:


* Bachelor's degree in a relevant field or equivalent work experience.


* Proven experience managing support teams in a technical environment.


* Strong knowledge of Microsoft Server technologies, SQL Server, and IIS.


* Experience with cloud hosting platforms is a plus.


* Excellent communication and interpersonal skills.


* Analytical mindset with the ability to troubleshoot and solve complex technical issues.


* Proven ability to manage and prioritize multiple tasks in a fast-paced environment.