Application Support Team Lead

　　Job#:369642

　　Location:EAU CLAIRE, WI - Corporate Office

　　Department:Information Systems

　　Category:General Office

　　Salary:Hourly

　　Apply To This Job

　　Return To List

　　Job Description

　　POSITION SUMMARY:

　　Under direction of the Senior Manager of IT Support, the Application Support Team Lead will oversee Application Support Team Members for Menards and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including working with Application Development teams on escalated incidents and defects.

　　The Application Support Team Lead is also responsible for assisting in planning staffing needs, participating in designing of incident workflows, and analyzing Application Support Analyst’s performance according to best practices, while ensuring high levels of Guest service quality and availability. The Team Lead will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

　　PRIMARY RESPONSIBILITIES:

　　Oversight of the Menards Application Support

　　Manage the processing of incoming incidents to Application Support via telephone, incident service management solution, e-mail, and walk-up to ensure courteous, timely and effective resolution of end user issues.

　　Develop and enforce request handling and escalation policies and procedures.

　　Track and analyze trends in Support requests and generate statistical reports including root cause of issues.

　　Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

　　Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.

　　Oversee development and communication of help sheets, knowledgebase, usage guides and FAQs for end users.

　　Oversee the development, implementation and administration of Application Support staff training procedures and policies.

　　Train, coach and mentor Application Support Analysts

　　Oversee overall support activities

　　Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

　　Monitor incident trends and anticipate potential problems for proactive resolution.

　　Oversee low level coding activities that are required to complete Support tasks.

　　Strategy & Planning

　　Participate in the development of Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.

　　Participate in the development of policies and procedures that outline how problems are identified, documented, assigned and corrected.

　　Analyze performance of Support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

　　Collaborate with other departments to identify and recommend Support software for internal staff and external clients.

　　Conduct research on emerging products, services, protocols and standards in support of Support technologies and practices.

　　Participate in the liaison with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.

　　Ensure appropriate training initiatives for new and existing staff.

　　Project and Resource Management:Draft performance reviews for all direct reports.

　　Review weekly payroll and schedules for all Application Support Team Members

　　*Production Issue Management:

　　Effectively communicate outages, maintenance, and system changes to business and technical users

　　Security and Confidentiality:

　　Perform systems audits to identify security breaches or potential security loopholes

　　Skills/Requirements

　　POSITION REQUIREMENTS:

　　Bachelor’s Degree in a Computer Science or related field OR Equivalent work experience

　　Minimum of 3 to 5 years of Application and/or IT Support experience

　　Solid relationship management and performance management skills

　　Ability to motivate and direct Team Members and subordinates

　　Strong guest-service orientation

　　Proven analytical and problem-solving abilities

　　Ability to effectively prioritize and execute tasks in a high-pressure environment

　　Good written, oral, and interpersonal communication skills, with a focus on listening and questioning skills

　　Ability to present ideas in business-friendly and user-friendly language

　　Highly self-motivated and directed

　　Team-oriented and skilled in working within a collaborative environment

　　Ability to successfully negotiate with vendors to provide service to the corporation

　　Strong proficiency with:

　　Computer hardware and peripherals

　　Windows desktop operating systems

　　Office productivity suites

　　Windows, Unix/Linux server operating systems

　　Good understanding of:

　　Windows, Unix/Linux server operating systems

　　Networking technologies such as wireless and switching protocols

　　Application languages and development lifecycle

　　Establishing and maintaining a knowledgebase

　　Must work within designated normal office hours assigned or required by work

　　May be required to work overtime including weekends and holidays

　　Must be able to respond to phone calls in emergency situations via company issued cell phone or team member provided cell phone number.

　　Knowledge of project management and related tools helpful

　　Apply To This Job