IT Manager of Application Support
Company: GE Johnson
Location: Colorado Springs
Posted on: January 13, 2022
The Manager of Application Support's role owns the support of GE
Johnson's enterprise and line of business applications. This
position's areas of responsibility include managing the team
responsible for supporting applications, installing, configuring,
and upgrading applications; planning, evaluating, testing, and
implementing applications; ensuring reliability and availability of
applications; and supporting end user's use of these applications.
This position will also apply proven communication, analytical, and
problem-solving skills to help the business make good technology
This position is a member of the IT Leadership Team and IT Strategy
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
Manage the support of enterprise applications; review, assign, and
manage incidents, service requests, change requests, and problem
records from end users requiring support of applications; establish
standards for providing support efficiently and effectively; ensure
customer satisfaction and incident resolution.
Serve as an escalation point for incidents or requests that are
sensitive in nature; assist with troubleshooting and guiding the
team to resolution as required.
Develop, document, implement and institutionalize support processes
and procedures in line with company needs and industry best
Lead the team including establishing and tracking goals and
objectives; analyze team activities and ensure the most efficient
use of resources; evaluate resource needs; assist in the
development of the annual business plan; provide regular updates to
the Director of IT on team performance and progress towards goals,
objectives, and plan.
Manage the team including selection, assignment and monitoring of
work, coaching, counseling, and assessing performance; review work
for thoroughness and adherence to standards; assess employees'
competencies and guide employees' development plans; provide
mentorship and professional development opportunities; build an
engaged, motivated team to ensure that organizational goals for
productivity, performance, employee involvement and career
development are met.
Estimate timelines and technical requirements for projects; assist
in preparation of operational and capital expenditure budgets;
prepare and evaluate requests for proposals; review and evaluate
proposed agreements, technical documents, and project plans.
Ensure applications are highly available and functioning at optimal
levels; establish standards and practices; monitor system
performance and security; and purchase, install, and manage
Support IT Service Management through ITIL Incident, Problem,
Change and Request Management best practices. Identify and manage
service improvement opportunities. Manage customer support metrics.
Ensure continuous service improvement is embedded into the culture
of the team; ensure team meets or exceeds all applicable SLAs
and/or SLOs; and handle client escalations with a sense of urgency
and ensure customer satisfaction.
Assist in developing team and department policies, methods, and
procedures; review and develop quality control procedures, project
milestones, presentations, and documentation. Inspect quality of
work and hold team accountable to those standards.
Evaluate, select, and manage 3rd party vendors, service providers,
temporary staff, and/or consultants. Participate in the selection
of contractors and manage contracts for services to ensure
performance and compliance with applicable standards, guidelines,
and objectives. Manage performance of vendors.
Carry out fiscal responsibilities including tracking, approving,
and paying invoices for products and services, and track progress
against operational and capital budgets. Negotiate contracts for
products and services from IT vendors to ensure efficient and
effective use of financial resources. Manage licenses and
associated costs for enterprise and line of business
Actively seek career and professional growth through feedback and
training. Attend company and/or industry training offerings. Set
performance and learning goals during performance reviews. Actively
seek additional development, as appropriate.
Represent the GE Johnson brand, ethics, and values in the
workplace. Model desired professionalism, conduct, and behaviors.
Serve as an example of safety in the workplace. Foster
collaboration and teamwork. Take initiative and responsibility for
Adhere to/comply with the company's EEO policies and affirmative
Knowledge and Skill Requirements
Demonstrated knowledge of the organization's core business
processes and operations.
Demonstrated project management skills including planning,
organizing, and managing resources.
Demonstrated quality leadership skills; building team morale;
driving engagement; holding others accountable; managing
performance; developing talent; and demonstrating managerial
Skill in authoring technical documentation for both technical and
Skill in authoring process documentation and process maps.
Ability to manage multiple priorities and complex tasks in a
dynamic work environment.
Demonstrated ability to prepare and deliver presentations and
Meeting management or coordination skills.
Skilled at managing multiple tasks/projects simultaneously.
Skilled in mentoring others.
Technical Knowledge and Skill Requirements
Extensive experience supporting enterprise and line of business
Advanced skill in troubleshooting technical problems with
applications both on-premises and in the cloud.
Basic knowledge of TCP/IP networks, network hardware, protocols,
Basic knowledge of Windows desktop and server operating
Basic knowledge of cloud services including Microsoft Azure as they
pertain to application management.
Advanced knowledge of the Microsoft Office Suite (Word, Excel,
Intermediate knowledge of Microsoft Visio.
Intermediate skill in Microsoft 365 administration.
Advanced skill in Microsoft SharePoint Online administration.
Basic skill in writing Microsoft PowerShell scripts.
Required Education and Experience
Bachelor's Degree in Computer Science, Computer Engineering,
Information Technology, Information Systems, or a related field
Valid Driver's License required
Extensive experience in roles of increasing responsibility and
experience in the applications support domain, of which at least a
portion been in a supervisory or managerial capacity.
Preferred Education and Experience
ITIL v3 Foundations certification
Microsoft 365 Certified Teamwork Administrator - Associate
8+ years of increasingly responsible experience in the applications
support domain, of which at least three years have been in a
supervisory or managerial capacity.
Pay Range: $90,000 - 110,000
GE Johnson is an equal opportunity employer.
Please note this job description is not designed to cover or
contain a comprehensive listing of activities, duties or
responsibilities that are required of the employee for this job.
Keywords: GE Johnson, Colorado Springs , IT Manager of Application Support, Executive , Colorado Springs, Colorado
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