Job Information
Menards, Inc. Application Support Team Lead in EAU CLAIRE, United States
Application Support Team Lead
Job#:367511
Location:EAU CLAIRE, WI - Corporate Office
Department:Information Systems
Category:General Office
Salary:Hourly
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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
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