Tier 1 Manager

Employer
TEKsystems, Inc
Location
Baltimore, MD
Posted
Sep 15, 2017
Closes
Sep 18, 2017
Function
Management
Hours
Full Time
1. 3+ years of lead application support experience in a high volume ticket setting (receive 2,500 tickets/month on average) to help coach junior staff and well as review tickets to ensure they're being completed correctly2. 3+ years of in-depth SQL Server troubleshooting & support - writing SQL queries, creating tables with joins, subqueries, etc. (Ex: typical request from the business would be to get a report generated that outlines the information that they need to send out subscriptions to the correct audience - the applications support team uses SQL to write/modify queries to create those reports) 3. 2+ year of experience using a ticketing system because that's where the requests come through. The preferred ticketing system is JIRA as they are heavily embedded and invested in that tool. Our client provides application support to Domestic and International marketing companies in the Health, Finance, and Travel industries. We are seeking an individual who can lead a team providing technical setup, troubleshooting, and guidance to Affiliates.The Tier 1 Application Support Manger is the leader of the Tier 1 Support Team; managing the Domestic Tier 1 Support Team while working closely with the International Tier 1 Support Team. This team supports various front end functionality within our client applications:* Advantage; ERP/CRM (vended software)* IRIS; Marketing workflow management system (proprietary software)* Message Central/AMP; Messaging system (vended+proprietary software)* Opium; E-commerce system (proprietary software)* Middleware; Software bridge between applications (proprietary software)RESPONSIBILITIES:* Daily management of 6-8 application support analysts.* Hold bi-weekly team meetings.* Hold bi-weekly team one-on-one's.* Hold 3x a week meeting with Tier 1 International Support Manager.* Maintain and prioritize requests through provided SLA's.* Ensure team is following Communications SOP.* Ensure team is understanding of the business need while handling support tickets.* Ensure team understands the connections between our client applications.* Identify/communicate influx of application related issues to appropriate Tier 2 teams.* Identify/submit application gaps + proposal if user experience can be enhanced.* Work with Learning & Development to create & implement application specific GTOS (Global Tier One Support) documentation.* Hire additional staff as vacancies arise upon Tier 1 promotions (identify talent, coach, and groom staff for career growth. * Coordinate Tier 1 shadowing upon other departmental on-boarding's.About TEKsystems:Join TEKsystems(R), a leading IT staffing, IT talent management and IT services firm, and get your career on the fast track. We have more than 100 offices worldwide, and we partner with over 6,000 clients and place over 80,000 consultants per year. At TEKsystems, we seek to understand our consultants' skills, goals and interests, allowing us to present targeted job opportunities on a contract, contract-to-hire or direct placement basis. TEKsystems' leadership in the market stems from our sincere and personal commitment to driving the success of our customers, consultants and each other.The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.