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    Application Support Manager - Cincinnati, United States - CBTS

    CBTS
    CBTS Cincinnati, United States

    3 weeks ago

    Default job background
    Retail
    Description

    Application Support Manager

    Job Summary

    As the manager of the application support team, you will work closely with your team members and development management to:

    • Ensure end user service is timely and accurate daily.
    • Support staff members.
    • Set specific end user service standards.
    • Actively monitor and respond to support incidents and requests.
    • Establish best practices throughout the application support process.
    • Identify areas of improvement.
    • Evaluate daily, weekly and monthly team productivity.
    • Provide feedback to the appropriate personnel to drive problem solutions.
    • Evaluate team member skills and performance.

    Key Responsibilities

    • Lead a team of full stack developers and application support personnel.
    • Manage the handling and assigning of daily tasks within the development support team.
    • Address business and IT customer concerns in reference to services rendered or employee interactions.
    • Actively seek to resolve any concerns while adhering to the company policy and standards of behavior.
    • Ensure proper communication concerning changes in established timelines or challenges that may affect the outcome of an incident's completion date.
    • Work with internal business partners and external vendors to ensure proper communication of issues and solutions.
    • Help create and meet KPIs for the support team and be responsible for them on a weekly basis.
    • Mentor team members to build a highly performing, highly engaged team.

    Specialized Knowledge & Required Skills

    • Proven work experience as a manager.
    • Exceptional customer service skills with a problem-solving attitude.
    • Task-oriented and organized, experience managing a ticket queue with the ability to prioritize.
    • Team management skills, team player, can collaborate in a productive fashion.
    • Experience in remote support.
    • Ability to work under pressure.

    Preferred Skills

    • Solid technical background with an ability to give instructions to a non-technical audience.
    • Customer-service oriented
    • Excellent analytical and problem-solving skills.
    • Excellent written and verbal communications skills
    • Bachelor's Degree in technical field
    • 5+ years in software development
    • 4+ years' experience managing high-performance teams delivering software and/or services.
    • 3+ years' experience requiring operational support of mission-critical applications.
    • Proven success leading high-performance teams.
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