Applications Support Manager
CIM Group, LP, United States

• Manage support queues, tasks, and monitor performance of direct reports
• Assesses user needs to provide support and proactive service, including analysis of opportunities to take advantage of available tools
• Acts as a focal point for communicating related system problems within the department and collaborates with other teams and vendors on changes, fixes, and updates
• Develops relevant metrics, measures, and publishes the performance of the services provided and enables continuous improvement activities in collaboration with peer groups
• Serves as an internal consultant to other IT management staff and operations community as needed
• Negotiates resolution of conflicting requirements across the agencies and/or departments
• Manages delivery and SLAs by guiding incident resolution, problem management, maintenance, and enhancement tickets raised by the end users for assigned applications
• Provides ongoing troubleshooting, support, and maintenance of applications, including 24/7 on call coverage as required

• Maintains a strong understanding of technology and its application to achieve business objectives
• Prepares analysis and or proposals for other enterprise departments when necessary
• Works closely with all other IT management personnel in identifying, evaluating, selecting, and implementing specific information technologies that support the business plans and IT strategies

• Provide oversight and management to the IT Application Support team to deliver IT services
• Sets and measures performance objectives and provides regular one-on-one feedback to all members of the team
• Hires and evaluates the performance of direct reports and provides ongoing coaching and staff development
• Ensure department adheres to policies and procedures that are compliant with industry and regulatory policies

• A Bachelor's degree in computer science,management information systems, or related field, or equivalent combination of education and work experience is required.
• Minimum 5 Years’ experience

• Strong knowledge of Yardi, VTS or other business applications in the Real Estate industry
• Demonstrated understanding of Project Management Methodology (PMM) fundamentals and business process analysis
• Knowledge and understanding of goals and the interdependencies of functional departments and groups (in real estate industry)
• Knowledge and ability to direct a staff in integrating information technology services with the work requirements and deliverables of the unit
• Knowledge of informational technology disciplines, e.g., software applications and interfaces, production operations, quality assurance and systems management, etc.
• Knowledge of project management process and systems, ITIL/ITSM

Job Rewards and Benefits