POSITION SUMMARY:
The Application Support Manager works alongside the Assistant Director of Nitro Support Services to grow and develop the Nitro Support team. They will manage a group of Support Specialists to ensure that support tickets and calls are resolved efficiently, on time and meet required quality standards. They will assist in the further development of support standards and metrics and explore areas for experimentation of new support processes.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Mentor and guide members of the Support team, providing them with constructive feedback, facilitating professional growth, and conducting regular performance reviews and one-on-one meetings.
- Establish and uphold support standards to maintain consistency in support team workflows.
- Develop and maintain Support metrics to assess team performance, identify areas for improvement, and drive efficiency.
- Recruit, onboard, and train new staff members to build a highly skilled and motivated Support team.
- Takes responsibility and ownership of team productivity, identifying and resolving issues preventing the team from reaching their full potential. Helps keep team morale high, escalating when additional support is required.
- Meets with senior leaders to set department goals. Uses their experience to help plan, advise and assist, resolving support issues in an effective and timely manner
- Stay up-to-date with industry best practices and emerging trends in support to ensure our processes remain cutting-edge.
- Undertake any other duties as assigned by BT Leadership.
CORE COMPETENCIES:
- Must be organized, detail-oriented and possess critical thinking skills.
- Must be self-motivated and be able to work with little direct supervision.
- Must demonstrate the skills and knowledge to perform the job.
- Must have the ability to prioritize and manage tasks to complete projects and meet deadlines.
- Must have strong written, verbal and quantitative skills, a proficiency in desktop applications, and the ability to work in a collaborative communications environment.
- Must work well in a team environment with other Power employees. Must be able to form positive relationships across the business unit and the Power organization.
- Must demonstrate a high level of character and promote Power standards of conduct.
EDUCATION AND EXPERIENCE:
- Bachelor's degree in computer science, information technology, or related field required
- Five+ years of experience in other support center settings required.
- Two+ years in leadership role required.
- Excellent communication and leadership skills.
SALARY AND BENEFITS:
- Full medical, dental, life and disability insurance plans that can be tailored to your specific needs and the needs of your family
- Ample paid vacation and holiday
- A competitive 401(k) retirement savings program matched by Power
- Subsidized child care and fertility benefits
- Paid parental leave
- All the tech you need - We'll pay for whatever hardware and software you need to work and make sure you're regularly upgraded to the latest versions
- Personal development - Personal development courses, books, & conferences.
- Paid parental leave - When the time comes to welcome a new member of the family, we offer paid parental leave.
- Nitro Create: Powers own tech conference (2 times per year).
REQUIRED LICENSES AND CERTIFICATIONS: N/A
WORK ENVIRONMENT:
The Nitro Support Manager works in an office environment and from home according to BT's WFH rules.
Power Home Remodeling Group is an equal opportunity employer, and we are committed to hiring a diverse and talented workforce. If you have a disability or special need that requires accommodation, please submit the accommodation request to recruiting@powerhrg.com
