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.
- Rate: 90000
- Location: Jacksonville, US-FL
- Type: Permanent
- Industry: Other
- Recruiter: N. Harris Computer Corporation - USA
- Contact: Not Specified
- Email: to view click here
- Reference: R0023510
- Posted: 2024-03-17 07:07:11 -
- View all Jobs from N. Harris Computer Corporation - USA
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