Manager, Application Support - N. Harris Computer Corporation - USA
Jacksonville, FL 32099
About the Job
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.
Source : N. Harris Computer Corporation - USA