- Manage a team of support analysts that provides 24x7 support for multiple store systems; as well as providing direction and prioritization of work. - Manage 2nd Level resources for optimal performance.  This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off. - Partner closely with 1st Level to improve technical knowledge, quality issue management, and quality delivery of service to customers. - Participate in the development of service level agreements and ongoing management of service level compliance.  - Participate and assist in driving the knowledge transition and management process.  - Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support. - Drive escalated customer and vendor issues. - Partner with IT business partners and project teams to prepare the support team for new product/service releases. - Develop and enhance cooperative interdepartmental and vendor relationships and communications. - Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered. - Oversee methodical troubleshooting, diagnostics, research, trending analysis, documentation, and identification of root cause. - Oversee trend Analysis for Proactive Problem Management and present information to Technical and Business teams - Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships - Manage vendors for break fix service and auditing of monthly invoices. - Establish, maintain and continuously improve standardized operating processes and procedures. - Maintain current knowledge of industry trends and potential impact on the support business. - Maintain a high level of employee morale within the team.  - Develop a customer care philosophy that ensures customer satisfaction - Provide ownership and discipline to the change control process - This position requires the Manager to be part of an on-call rotation and travel to the Bay Area – approximately 10%. ## Qualifications - Bachelor Degree in a technical field or equivalent work experience. - At least 5 years of experience in a technical helpdesk environment. - Minimum of 2 years of experience in managing/leading others. - 3 years of experience in supporting large scale enterprise applications. - Strong leadership and excellent interpersonal skills and the ability to lead and influence technical support engineers. - Strong organizational skills with an ability to manage and prioritize concurrent technical support demands. - Ability to influence technical discussions and decisions. - Problem-solving skills to address complex technical problems and develop creative and practical recommendations with a keen attention to detail. - Solid understanding of commercial software engineering practices and tools. - Extensive experience in helpdesk management systems and reporting. - Experience of Oracle and SQL Databases. - Experience in Linux systems and script development. - An understanding of networking and network-based software applications. - Previous experience working within ITIL or Lean Six Sigma best practice guidelines. - Full lifecycle software development experience. Solid knowledge of industry standards and techniques in development and testing - Experience in working with Subversion version control and defect management systems. - Working knowledge of object-oriented analysis and design. - Strong verbal and written communication skills - Self motivated; able to work with only moderate supervision ## Additional Information Application level knowledge of; - Operating systems: UNIX, Solaris, Enterprise Red hat Linux, Windows 98, 2000 & XP. - Company Tools: Putty, TOAD, MQJ Explorer, Remote Desktop and WinSCP. - Programming languages: C, C++, Java, HTML, XML. - Scripting languages: Bash and Pearl - Web Technologies: Servlets, JSPs, EJBs, JDBC. - App Servers: IBM Web Sphere 5.1/6.0, Computer Associates Espresso 4.2.2/4.4.1 - Web Servers: Apache, IBM Http and Jakarta Tomcat - Software Packages: MS Office - Network Protocols: TCP/IP, UDP, DNS