Application Support Team Lead

SUMMARY: Leads and manages the Application Support Team on a day to day basis covering the whole spectrum of Application and Systems Support. The Team Lead provides continuous improvement for supporting and maintaining application system and assists with managing department resources and staff workload to ensure delivery of effective solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

• Plans, directs and manages the day-to-day operations of the Enterprise Application Support team.
• Provides support, coaching and mentoring to Applications Support Team members to ensure that all objectives and commitments are fulfilled in line with expectations, agreements and standards.
• Efficiently allocates incoming requests to the team, prioritizing actions and monitoring team resources so that customer deadlines are met.
• Provides High-level (tier 3) support and subject matter expertise.
• Other duties and special projects may be assigned.
• Remain current on industry practices, equipment and standards.
• Provides advanced support to successfully resolve problems.
• Participate in all contingency planning and disaster recovery.
• Manage projects as directed by management within budget and assigned timeframes.
• Mentor junior team members.
• Monitors the ticket flow, re-assigns tasks as needed to keep an even balance.
• Communicates and is the focal point for the dissemination of information from management to the team and vice versa.
• Assists with the development of team members to enhance skills and promote cross-training.
• Recommends and assists with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the team.
• Troubleshoots areas of poor performance and identifies effective solutions to resolve issues both in the immediate future and for the longer term.
• Ensure the Enterprise Applications team deliver a professional, customer-focused and high performing level of support.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

EDUCATION

Bachelor's Degreein Business Administration, related field, or comparable experience in, Computer Information Systems, and/or Engineering with the appropriate emphasis in Business Administration, and Client Server support experience required

EXPERIENCE

• Experience in a highly technical environment with a general knowledge and hands on experience with the Bank's Enterprise Applications (or equivalent)required
• Experience researching and keeping "abreast" of industry technical/ business information security requirements and translating those requirements to the Banks information environment required
• Experience managing teams, projects and budgets required
• 4-6 Years of technology experience required
• 0-3 Years supporting applications required

KNOWLEDGE, SKILLS AND ABILITIES

• Results driven leadership and people management experience
• Strong project management background
• Ability to multi-task and to quickly adapt to a changing environment
• Outstanding verbal and written communication skills
• Strong Customer service and Vendor Management skills

ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES

* Results driven leadership and people management experience
* Strong project management background
* Ability to multi-task and to quickly adapt to a changing environment
* Outstanding verbal and written communication skills
* Strong Customer service and Vendor Management skills

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