Job Order #1396

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Posted Date: 12/11/2018
Job Category:
Position Title: IT Support Manager
Salary Range: $90,000 - $95,000
Location: Kansas City, Missouri, USA
Desired Skills:
Description: PCM is currently searching for an IT Support Manager for a direct hire role with our client in the Kansas City, MO area. The purpose of this role is to ensure delivery of quality support to end users in the organization with respect to how to use various types of business/operational software programs efficiently and effectively in fulfilling business objectives. Position includes day-to-day oversight of Application Support team members.

Primary Responsibilities/Essential Functions:
• Responsible for providing functional and application support to business users at locations throughout North America, including application troubleshooting for internal customers, such as operations, accounting, and other business units.
• Provides oversight and guidance to Application Support team in handling all day-to-day support and troubleshooting activities, as well as management of ongoing maintenance and system enhancement activities. Systems supported will include back-office, trading, and industrial management applications.
• Consistently lead with a customer service attitude, and ensure Application Support team delivery of timely, quality support in line with business requirements and internal performance metrics.
• Provides leadership to Application Support team in defining and refining the support and maintenance model for new and existing applications as regional operations continue to grow.
• Leads ongoing efforts to enhance IT Application Support capabilities and processes within the region. Works to formalize and grow the knowledge base and document best practices, procedures, controls, etc.
• Takes a lead role in the design, delivery, and improvement of in-house software applications training programs and related courseware.
• Works collaboratively with Project Managers/Business Analysts, Development/Application Managers, Technical Architects, User Support, Infrastructure and others to ensure effective cross-project communication and issue management.
• Leads Application Support team in managing on-going maintenance of software (i.e., software upgrades), including development of test cases and scripts and system performance testing.
• In addition to after-hours availability, work away from Kansas City and travel (up to 10%) may be required, subject to requirements and management guidance.

Experience
• Three to five years of experience with functional and technical aspects of major enterprise business systems and related technologies.
• Five plus years in a leadership role providing functional support for business applications.
• Strong technical or operational experience in financial or trading systems and a successful history of continuous support improvement.

Knowledge/Skills/Abilities
• Working experience with standard business tools such as MS Windows Operating System and Office Suite (Word, Excel, etc.)
• Knowledge or experience in functional business areas, such as finance, accounting, and information technology
• Experience supporting enterprise software systems
• Strong commitment to customer service in all aspects of the job
• Demonstrated ability to act in a support role to understand functional issues, related information technology needs and to collaborate with Project Managers/Business Analysts to create solutions
• Ability to effectively manage multiple assignments and priorities
• Demonstrated experience establishing and maintaining effective working relationships with other business organizations; successful experience in working with diverse groups of people in a problem-solving environment
• History of applying varied approaches to solve complex business support challenges of significance to the organization


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