Do you thrive in a fast-paced workplace? Looking to make a career change or just starting your career? Come be part of the Powerhouse team where you can learn new things and grow your career. We are looking for an Application Support Manager who embraces our core values of great service, honesty, integrity and making a positive and lasting impact on others.

The Applications Support Leader is responsible for leading the overall strategic direction of the Application Support team within our fast growing company, dynamic IT team. This role will work closely with all technology teams to provide excellent performance, availability, and support of all business critical applications in an effort to drive internal customer productivity and achieve organizational strategic initiatives.

Essential Duties and Responsibilities:

• 
  Establish and implement the strategic direction for the Information Technology Application Support function
• Assumes overall responsibility for Application Support for the organization; including but not limited to IT automation, web application services, application delivery and system integration platforms and supporting business computing systems
• Direct the day-to-day IT applications, services, activities and resources related to overall support and maintenance of these programs in relation to the goals and objectives of the Application Support team and IT department
• Interface directly with IT Project managers to drive critical issues to resolution
• Communicate effectively at all levels through the organization
• Streamline issue creation with Development and low touch resolution to release out to the end user
• Analyzes and predicts trends and develops long-range plans designed to maintain cost-effectiveness, provide greater efficiency and competitiveness of the IT application support model
• Monitor and assess the capacity of new technologies to advance and/or accelerate realization of strategic objectives
• Proactively researches and recommends courses of action to prevent problems and to maintain high application service levels for the user community
• Establishes metrics, key performance indicators, and service level objectives for driving the performance of IT service delivery
• Interfaces with business unit and IT leaders to define application support initiatives and solutions for improving service efficiency and effectiveness. Acts as project sponsor for key IT initiatives
• Respond to the inquiries of the business owners and senior management teams, ensuring the availability, responsiveness, deployment, and effective utilization of applications in all environments, incident tracking, problem management, and overall application support
• Work closely with development communities to quickly document a sufficient support knowledge base for existing and new applications as well as maintain and update existing as each evolves over time
• Ensure that Application Support personnel are involved in SDLC process to document, provide input and thoroughly understand the objective as well as how to troubleshoot and provide support after the initial, and each subsequent release
• Quality check completed assignment and tickets to ensure consistent customer satisfaction
• Supervise the teams and leads that provide ongoing maintenance and support of applications and its infrastructure
• Provide professional guidance and feedback to teams and leads that provide ongoing operations and engineering support of applications and its infrastructure; and manage special projects and initiatives as assigned
• Maintain SLA’s as set by each business line through the organization
• Lead the training and content dissemination of new development releases and ongoing IT infrastructure changes that impact users

Education, Experience, and Training:

• Bachelor’s degree in Information Technology or relevant field
• 7+ years developing and managing infrastructure and/or supporting enterprise applications: release methodologies, project management, technical support, production support, strategic planning, client/server applications, internet and intranet applications
• Prior experience providing operational support for production systems
• Solid skills in data extraction using SQL across different databases and analytical problem solving skills across multiple linked database systems and Java applications
• System admin skills administering and troubleshooting web applications in Apache/Tomcat environments
• Strong leadership skills, mentoring and coaching skills, demonstrated in building technical talent within an organization
• Previous experience successfully managing an IT Support Staff
• Strong project management skills working with multidisciplinary teams. Ability to manage multiple tasks under tight deadlines.
• Demonstrated experience gathering and documenting business requirements
• Demonstrated ability to establish processes and controls to ensure adherence to processes.

Preferred Knowledge:
SQL, Zendesk, Outsystems, Microsoft Suite, Great Plains, Airtable, API