Manager, Application Support - N. Harris Computer Corporation - USA

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.