Job Title: Application Support Manager
Location: Atlanta, Georgia
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 235858
Department Information

“The mission of BuzzCard is to provide Georgia Institute of Technology with an all campus credential to be used for preapproved access and retail services. The BuzzCard supports the facilitation of services, the management of data, improved operational efficiencies and increased revenues. From the submission of a BuzzCard photo through our submission portal to the swipe at the campus device, the campus credential contributes to and enhances the quality of campus life for students, employees and guests through added convenience, cus­tomer service and functionality.

The BuzzCard engages doors, turnstiles, meal plans, laundry, vending machines and at retail outlets on campus and off campus. BuzzCard is everywhere and the impact of an interruption in services facilitated by the credential is significant.

BuzzCard technology support staff are expected to be technically adept, open to continuous learning and improvement and focused on delivering the services our partners and customers require.”

Job Summary

Manage a team and provide hands-on support to end users in the unit(s) about how to use various types of software programs efficiently and effectively. Oversee troubleshooting applications and software. Oversee the design, development, and delivery of training programs for software applications and related courseware. Responsible for setting employee goals, assessing employee performance, providing feedback, and making pay recommendations. This position will interact on a consistent basis with: Users of assigned software applications internal and external to unit, central IT office staff, contractors and vendorsThis position typically will advise and counsel: Users, IT staff, contractors and vendorsThis position will supervise: Application Support Analysts and other assigned staff

Responsibilities

Job Duty 1 -
Supervise a team in addressing incoming tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems; provide application support for escalated and complex issues

Job Duty 2 -
Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.

Job Duty 3 -
Manage a team to install and upgrade software, install hardware, implement file backups, and configure systems and applications. Determine needs and oversee preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc.

Job Duty 4 -
Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders. Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.

Job Duty 5 -
Work as a member of a cross-functional team to identify and review technologies to meet evolving business needs. Oversee the research efforts for software application products and services in support of development and purchasing efforts. Engage with central IT to implement new technology.

Job Duty 6 -
Oversee the testing of new and existing software applications under development or consideration for purchase.

Job Duty 7 -
Coordinate with department heads to assess departmental application training needs and objectives. Manage the design, development, and delivery of software applications training programs and individual classes.

Job Duty 8 -
Perform other duties as assigned

Required Qualifications

Educational Requirements
Bachelor's Degree in computer science, information systems, or related field, or equivalent combination of education and experience

Required Experience
Five to six years of job related experience

Preferred Qualifications

Additional Preferred Qualifications
Certifications in specific software supported

Knowledge, Skills, & Abilities

SKILLS
This job requires in-depth, hands-on knowledge of and experience with enterprise and desktop applications that are assigned; proven experience with troubleshooting principles, methodologies, and issue resolution techniques; broad knowledge of programming languages and techniques; ability to develop and interpret technical documentation for training and end user procedures; experience with building and maintaining databases for query and problem tracking; good analytical and problem-solving abilities; ability to present ideas in business-friendly and user-friendly language; very strong customer service orientation; excellent written, oral, interpersonal, and presentation skills; experience working and leading in a team-oriented, collaborative environment.

Equal Employment Opportunity

Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests

Other Information

This is a supervisory position.
This position does not require a purchasing card (P-Card).