Manager – Operations Application Support

As the Manager - Operations Application Support, you will be responsible for leading a team to ensure operations help desk requests are routed and handled appropriately. You will be accountable for managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of IT functions.

Responsibilities:

• Manage the processing of tickets in the Help Desk to ensure courteous, timely, and effective resolution of end user issues
• Design and enforce ticket handling and escalation policies and procedures
• Coordinate hands-on fixes at the desktop or application level, including installing and upgrading software, installing hardware, and configuring systems and applications
• Coordinate with System Engineers to resolve issues or create efficiencies within the environment
• Monitor and test fixes to ensure problems have been adequately resolved
• Track and analyze trends in Help Desk requests and generate statistical reports
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
• Ability to identify issues, analyze information, evaluate potential solutions, and implement effective strategies to overcome challenges in the environment
• Identify, develop, and implement end user training programs, user guides, and FAQs to increase computer literacy and self-sufficiency
• Oversee the development, implementation, and administration of IT/Operation SOPs and Runbooks.
• Train, coach, and mentor Help Desk Technicians to support WMX
• Manage hardware inventory to track and manage end user devices
• Function as liaison between IT and field users; act as the conduit with IT partners to lead the issue resolution and train affected field users

Qualifications:

• Bachelors Degree - Business or technical related field
• 5 years leading a helpdesk team and managing support tickets
• 5 years working in an analytical role focused on driving solutions
• Focused leader with ability to problem solve
• Ability to effectively communication from both a business and technical acumen perspective 
• Experience working with IT departments collaboratively
• Highly organized with strong attention to detail 
• Willingness and ability to travel 25% or more of the time

#LI-MB1