Application Support Lead

Key Responsibilities

• Operational Monitoring: Maintain and monitor operational dashboards to track service health, support performance metrics. Proactively identify trends or anomalies before they impact end-users.
• Daily Standups: Lead standup meetings to synchronize team activities, identify "blockers," and ensure high-priority tickets and projects remain on track.
• Tier 2/3 Escalation: Act as the subject matter expert (SME) for core business applications, resolving complex issues escalated from the Service Desk.
• Incident Management: Lead the investigation of application outages or bugs, performing root cause analysis (RCA) to prevent recurrence.
• Data-Driven Insights: Use dashboard data to provide weekly and monthly reports to the Service Desk Manager regarding ticket volume, recurring issues, and system stability.
• Documentation: Maintain a comprehensive knowledge base of application workflows, troubleshooting guides, and user manuals.
• Release Management: Oversee the testing and deployment of application updates and patches, ensuring minimal disruption to business operations.

Team Mentorship

• Guidance: Lead and mentor junior support analysts, fostering a culture of technical excellence and proactive problem-solving.
• Training: Conduct training sessions for the broader Service Desk team to improve first-call resolution rates for application-related queries.

Required Qualifications

• Experience: 5+ years in technical application support, with at least 1 2 years in a lead or senior capacity.
• Operational Excellence: Demonstrated experience using monitoring tools (e.g., SolarWinds, Datadog, or native platform dashboards) to manage system health.
• Leadership: Experience facilitating standup meetings or utilizing Agile/Scrum methodologies to manage team workflow.
• Technical Proficiency: Proven experience in application support.
• Communication: Exceptional ability to translate technical data from dashboards into actionable business insights for stakeholders at HQ.

Preferred Qualifications

• Bachelor's degree in IT, Computer Science, or a related field.
• ITIL Foundation or Practitioner certification.
• Experience with SQL for data querying and dashboard customization.
• Familiarity with ITSM platforms like ServiceNow for tracking operational KPIs.

Benefits

Not specified.

Pay

$65,000 - $70,000/yearly

Schedule

Onsite (Remote also considered for right candidate)