Enterprise Systems Support - Team Leader in Austin, TX at APEX Systems

Date Posted: 11/6/2018

Job Snapshot

Job Description

Job #:  911829

Please send resumes to dfisher@apexsystems.com with mention to #911829

 

Enterprise System Support Team Lead 

Austin, TX (downtown client) 

Permanent Opportunity 

Salary: $80K - $85K

 

The Enterprise Systems Support Team Leader is accountable for ensuring the day to day operations of Tier 1 and Tier 2 teams. This position is responsible for ensuring the execution and improvement of support and operations processes as well as the growth and improvement of user and business partner relationships. This position will have direct reports.

Responsibilities:

  • Manage a team of Application Support Analyst in a Tier 1 and Tier 2 capacity
  • Coach and mentor the team and team members to achieve their full potential
  • Ensure focus on Continual Service Improvement initiatives
  • Ensure adherence to team processes and policies
  • Participate in the planning and onboarding of new systems and support initiatives as well as system upgrades and deliveries from multiple development teams
  • Act as a point of contact for escalations and decisions
  • Operate independently and as part of a team to progress Operations Strategy
  • Lead Major Incident Management communication and processes
  • Ensure timely and appropriate communications with end users and business partners at various levels of the organization
  • Lead Continual Service Improvement activities and assist in their deployment
  • Manage and ensure end user and BP satisfaction and quality
  • Establish a thorough working knowledge of the needs of our users
  • Establish and produce metrics in accordance with needs and leadership requests
  • Manage tasks and projects
  • Ensure daily ITSM practices are followed and establish measures of adherence and improvement
  • Work with Business Partners and Users to identify areas of opportunity or services teams
  • Participate in the planning and execution of broader Operations Strategy
  • Assist in the creation of systems and processes that ease the burden of support and reduce cycle times of all team activities

 

Requirements:

  • Minimum of 5 years’ experience in an Application Support or business critical systems support environment
  • Minimum of 3 years’ experience in a leadership or people management role
  • Knowledge of support procedures and policies and ability to implement such processes to support company business applications
  • Strong understanding of resource and SLA management within IT services
  • User first mentality including the ability to understand user challenges and provide a sense of trust and understanding
  • Ability to lead a diverse team of strong personalities
  • Desire to keep visibility into team functions, challenges, and decisions
  • Demonstrate tenacity and ambition
  • Strong problem-solving skills
  • Strong technical background
  • Strong verbal & written communication skills and a well-developed ability to constructively work across functional areas to achieve results required
  • Ability to fully leverage internal and external resources
  • Adaptable to change
  • Ability to affect change
  • Experience in training and developing direct reports
  • Independently manage time effectively
  • Ability to work closely within a team environment
  • Ability to understand urgency and impact and assess appropriate response levels
  • Background in Financial Systems a plus
  • Patience, understanding, flexibility and a sense of humor are required

 

 

 

 

 

 

 

 

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178