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IT Manager of Application Support

Company: GE Johnson
Location: Colorado Springs
Posted on: January 13, 2022

Job Description:

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 decisions.

This position is a member of the IT Leadership Team and IT Strategy Group.

Essential Functions
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 practices.
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 licenses.
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 applications.
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 work quality.
Adhere to/comply with the company's EEO policies and affirmative action obligations.

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 courage.
Skill in authoring technical documentation for both technical and non-technical audiences.
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 demonstrations.
Meeting management or coordination skills.
Skilled at managing multiple tasks/projects simultaneously.
Skilled in mentoring others.
Emotional intelligence.

Technical Knowledge and Skill Requirements
Extensive experience supporting enterprise and line of business applications.
Advanced skill in troubleshooting technical problems with applications both on-premises and in the cloud.
Basic knowledge of TCP/IP networks, network hardware, protocols, and standards.
Basic knowledge of Windows desktop and server operating systems.
Basic knowledge of cloud services including Microsoft Azure as they pertain to application management.
Advanced knowledge of the Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
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

AAP/EEO Statement:
GE Johnson is an equal opportunity employer.

Other Duties:
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. Duties, responsibilities

Keywords: GE Johnson, Colorado Springs , IT Manager of Application Support, Executive , Colorado Springs, Colorado

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