Application Services Manager (Full Time) - Sugar Land, East Lawn

POSITION PURPOSE

The Application Services Manager’s role is to oversee the Application Service Desk and User Administration staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of their functions. The Application Services Manager will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Establish and enforce Application Support and User Administration service level agreements in consultation with IT Management and end users to establish problem resolution expectations and timeframes.

• Analyze performance of Application Service Desk and User Administration activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Directly supervises one or more employees.
• Manage the processing of incoming calls to the Application Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, resetting passwords, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Track and analyze trends in Application Service Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Identify, make recommendations and collaborate with the Director of Business Applications on Application Service Desk and User Administration staff training procedures and policies.
• Participate in IT Audits
• Performs regular security access reviews
• Other duties as assigned

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this job description amended at any time.

SUPERVISORY RESPONSIBILITIES:

Lead and manage team through training, developing, and coaching associates on a consistent basis

• Encourage others to set challenging goals and high standards of performance
• Inspire associates to define new opportunities and continuously improve the organization
• Celebrate and reward significant achievements of associates
• Present logical and persuasive case for proposals and positions
• Assist team in addressing their individual strengths and development needs

QUALIFICATIONS

Education/Certification: Bachelor’s degree with 5 years of experience, or 8 years of experience in related field.

Required Knowledge: Demonstrated progressive experience in the supervision of a technical support team.

Experience Required: Strong leadership experience. Experience working in a team-oriented, collaborative environment.

Skills/Abilities:

Excellent customer service skills with both written and verbal communication.

Willingness to be “Hands On” and “Do the Work”.

Exceptional time management skills.

Strong familiarity with ITIL Service Desk processes,

Proven track record of developing and providing Service Level Agreements and Application Service Desk deliverables.

Solid relationship management and performance management skills.

Ability to motivate and direct staff members and subordinates.

Strong understanding of the organization’s goals and objectives.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on listening and questioning skills.

Strong documentation skills.

Ability to conduct research into a wide range of computing issues as required.

Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly language to non-technical staff and end users.

Keen attention to detail.

Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Exceptional customer service orientation.