Job description

Job Title: IT Application Support Manager

General Description:

The Application Support Manager's role is to lead the Application Support team to deliver outstanding support for the enterprise applications used within the Chickasaw Nation (3rd party applications and custom developed applications) efficiently and effectively in fulfilling business objectives. This includes prioritizing the Application Support team’s work load and providing guidance on supporting enterprise applications and software for all internal customers.

Supervision Received: Senior Manager, IT Enterprise Applications

Supervision Exercised: IT Application Support Analysts, IT Product Owner

Supervision Essential Job Functions:

• Day to day management and prioritization of the Application Support team’s work load to include projects and work orders.
• Ensure Enterprise Applications support team has the tools and training necessary to effectively and efficiently identify, research, and resolve application related issues.
• Builds and manages customer relationships, understanding the customer’s environment, processes, and needs and provides most appropriate solution to meet the customers needs
• Ensures Enterprise Application Analysts respond timely to requests for technical assistance with applications within SLA windows and provide an outstanding customer experience to the customer.
• Ensures Enterprise Application Analysts respond timely to requests for technical assistance with applications within SLA windows and provide an outstanding customer experience to the customer.
• Create Key Performance Indicators with which to measure team performance monthly and perform in-depth trend analysis.
• Report on KPI metrics up thru line of support and across IT
• Ensure remediation steps are taken for any Key Performance Indicators not being met
• Assess Key Performance Indicators at least twice yearly to ensure applicability, accountability, and effectiveness
• Provide technical and professional leadership to the team.
• Provide input to application/infrastructure scalability
• Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems
• Ensure robust, effective procedures and processes exist and are adhered to within the application support team.
• Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
• Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers.
• Ensure and encourage professional collaboration between Enterprise Applications team and other IT teams.
• Ensure preventative and operational maintenance is performed as prescribed for all systems support by the Enterprise Applications team.
• Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems.
• Provide a safe, positive, professional, collaborative and innovative working environment
• Perform all other duties as assigned.Minimum Qualifications

Knowledge, Skills, and Abilities:

Preferred - Proven leadership qualities demonstrated through effective communication, coordination and cooperation with other team members. Preferred - Self-motivated, willingness to take ownership and responsibility

Preferred - Must be able to communicate and work well with the user community. Preferred - Strong customer service and support focus with a desire to deliver a high quality customer experience.

Preferred - Ability work under pressure, with multiple priorities and meet tight deadlines

Preferred - Strong organizational and planning skills.

Preferred - Willingness to take initiative to learn new technology and concepts as needed

Preferred - Strong analytical and problem-solving skills required.

Preferred - Knowledge of data processing flowcharting techniques required. Preferred - Troubleshooting expertise on wide variety of technical and application issues

Preferred - Flexibility in working outside of normal working hours occasionally

Education:

Bachelors Required - Bachelor’s degree in Computer Science, Business or equivalent work experience required

Education Note:

Training And Experience:

Required Experience (6 months - 3 years) - Experience leading technical support teams

Required Experience (5+ years) - 5+ years of IT management experience with hands-on application support lead/manager role.

Required Experience (6 months - 3 years) - Experience in providing services with agreed Service Level Agreements and Operational Level Agreements

Required Experience (6 months - 3 years) - Experienced in Problem and Incident Management

Required Experience (6 months - 3 years) - Experience with working in an ITIL environment

Licenses, Certifications, Other:

Required - ITIL Certification

Required - Must be able to pass background check and receive a gaming license from the Chickasaw Nation office of the Gaming Commission as required to work in gaming operations.

Required - Must be able to complete pre-employment drug test with a negative result.

Required - Must possess a valid driver’s license.

Physical Requirements:

Required - Must be able to sit or stand for long periods of time. Requires grasping, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.

Work Environment:

Work is normally performed in an office environment, however can be performed as needed from a home or remote location. Occasionally may need to visit facilities and other locations where smoking occurs. Light travel is required.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Ada, OK 74820: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• I understand that the Chickasaw Nation has a no tolerance policy of drugs and alcohol, and this includes the use of medical marijuana. As a sovereign nation, state law does not apply to the Chickasaw Nation, and therefore the use of marijuana is illegal and is not acceptable for employees.

Education:

• Bachelor's (Required)

Experience:

• leading technical support teams: 1 year (Preferred)
• IT management: 1 year (Preferred)
• providing services with agreed Service Level Agreements: 1 year (Preferred)
• Operational Level Agreements: 1 year (Preferred)
• Problem and Incident Management: 1 year (Preferred)
• working in an ITIL environment: 1 year (Preferred)

Work Location: In person

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