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Application Support/Help Desk Manager

Atlanta, GA 30328

Post Date: 10/12/2017 Job ID: 1338 Job Category: Tech Support Helpdesk

Application Support Manager

Our client seeks to hire an Application Support Manager to technically lead and manage a support team responsible for multiple enterprise level, multi-site financial services applications.

The primary duties and responsibilities include but are not limited to:
  • The application support manager will lead and mentor the application support team
  • Ensure that enterprise applications and systems are optimally supported by the team
  • Provide hands on Tier 1 IT support of enterprise systems for internal customers through support queues / channels; addressing problems quickly, thoroughly and consistently
  • Implement processes that take proactive approaches to resolve recurring operational and technical problems
  • Establish best practice application support methodology and processes, including maintenance and support roadmaps, processes and technical documentation
  • Establish run books and maintenance windows for recurring operational activities; e.g. routine application patches
  • Perform analysis of, and make recommendations for the improvement of existing information systems and perform ongoing reviews of new technologies and industry standards.
  • Prioritize and execute tasks in a fast-paced changing environment
  • Document and maintain a knowledge base (wiki) of technical articles and policy and procedural documents
  • Ability to perform continuous process improvement to all support and maintenance activities
  • Assist with audit requests surrounding the support team’ s operational procedures, security, new hires, disabling accounts, and modify or enhancement procedures/policies as required
  • Administer departmental change management processes and participate in weekly change management meetings
  • Coordinate end user training on new and existing systems
  • Create KPIs, collect data, evaluate tickets, and collate metrics in order to determine trends, potential remediation projects and escalation paths
  • Collaborate with IT Application Project and Infrastructure teams to define and implement firm and technology department goals


Desired Qualifications
  • Three (3) or more years of team lead or functional management experience
  • Five (5) or more years of technical O&M application support experience
  • Bachelor’ s degree in IT, MIS, Computer Science, or other STEM degree preferred 
  • Proven analytical and problem solving abilities
  • Solid relationship management and project management skills
  • Enjoy working within a dynamic environment and ability to exhibit calm under pressure
  • Demonstrate progressive experience in the management of a technical support team with strategic planning for enterprise systems and applications
  • Prefer Project Management experience

Technical Skills
  • Understanding of the technical underpinnings of the financial services industry, in particular trade life cycle and portfolio accounting management
  • Database applications, SQL and ETL tools
  • Portfolio Accounting Systems including SS&C / Advent products; Axys, APX, etc.
  • Order Management Systems (OMS); Charles River, Moxy, etc.
  • Past Support team experience

Personal Attributes
  • Proven leadership skills
  • Strong customer service orientation
  • Strong interpersonal and communication skills (written and spoken)
  • Ability to communicate effectively with firm’ s colleagues on technical and non-technical matters
  • Calm under pressure
  • Ability to multi task and prioritize multiple tasks
  • Strong organizational and project management skills
  • Strategic thought process
  • Results driven

Sam Slonkosky
Technical Recruiter

I'm happy to connect you with your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.

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