Lead and mentor a team of application support specialists to ensure timely and effective resolution of customer issues.
Collaborate with cross-functional teams to prioritize and address critical support issues.
Implement best practices and continuous improvement initiatives to enhance the efficiency of the support team.
Collaborate with development and engineering teams to address complex technical challenges.
Manage the support database for the current software support ticketing system.
2. Hosted Environment Management:
Oversee the administration and optimization of our hosted environment to ensure optimal performance, reliability, and security to consistently achieve service level objectives.
Collaborate with the infrastructure team to implement and maintain robust hosting solutions.
Develop and implement strategies for scaling the hosted environment to meet growing business demands.
3. Client Relationship Management:
Focus on the overall value of customer relationships, including reference-ability, & ways to drive incremental revenues from the customer base.
Serve as the primary point of contact for escalations.
Analyze and prioritize escalated issues, ensuring timely resolution and customer satisfaction.
Travel on occasion, primarily Customer Visits, User Group Meetings and/or Customer Conferences, Business Process Re-Engineering Trips
4. Technical Expertise:
Possess in-depth knowledge and hands-on experience with Microsoft Software Stack including, Windows Server, Internet Information Services (IIS), SQL Server, and SQL Server Reporting Services (SSRS).
Stay current with industry trends and updates related to application support and hosted environments.
Provide technical guidance and training to support team members.
5. Organizational Responsibilities:
HR Responsibilities for the Client Services Team.
Set, meet, and monitor departmental goals to drive optimal performance.
Understand provisions of maintenance contracts and communicate to customers as needed thereby contributing towards monthly revenue targets.
Provide input Client Services Team including forecasting Maintenance Revenue and Departmental Costs.
Qualifications:
Bachelor's degree in a relevant field or equivalent work experience.
Proven experience managing support teams in a technical environment.
Strong knowledge of Microsoft Server technologies, SQL Server, and IIS.
Experience with cloud hosting platforms is a plus.
Excellent communication and interpersonal skills.
Analytical mindset with the ability to troubleshoot and solve complex technical issues.
Proven ability to manage and prioritize multiple tasks in a fast-paced environment.