Job Description

Job Title: Application Support Lead
Job Number: 22420
Duration of Project: 7 Months

Great opportunity to supervise and drive a team that is supporting mission critical applications that are critical to organizational operations and advancements!

Opportunity Overview:
  • Direct and coordinate a team, conducting application support tasks
  • Accountable for ensuring all teams are up to date on new/existing technology, procedures and changes
  • Coordinate and manage team roles/responsibilities to ensure appropriate resources are in place 
  • Responsible for monitoring quality of support tickets to ensure complete and accurate information is recorded. 
  • Perform follow up on tickets with support team members who are identified as needing coaching/corrective action 
  • Establish and maintain a culture of exceptional end user customer service
  • Offers end user support for various internal industry specific application.
  • Accountable for swiftly responding to user support request by phone, email or ticketing system
  • Writes detailed documentation of all end-user interactions within the IT ticketing system, including troubleshooting steps performed and or resolution for all support requests
  • Escalates issues to appropriate subject matter experts as needed
  • Leverages support documentation to resolve technical issues.
  • Lead the creation and maintenance of internal support documentation, including FAQ documents, knowledge base articles, and troubleshooting procedures
  • Monitor the uptime and performance of critical systems using SolarWinds, Splunk, and other system monitoring tools
  • Perform user access provisioning for applications, including new user account establishment and access permission updates
  • Lead the training of new team members
Qualifications & Required skills:
  • 5+ years of hands on experience providing application support (both functional and technical support)
  • 1+ years of experience in a supervisory role
  • Experience in troubleshooting various applications and systems
  • Experience communicating technical information to nontechnical end user
  • Experience with IT service management ticketing systems
  • Ability and willingness to learn new technologies and applications
  • Ability to manage a significant flow of communications, including phone calls, emails, and ticket comments
  • Ability to effectively utilize the following technologies to complete work related tasks, Microsoft Word, Excel, Outlook, PowerPoint, and Teams
Nice to Haves:
  • Skilled in operations management, asset management and resource planning applications
  • Expertise with cloud platforms
  • Industry specific ERP systems
  • ServiceNow
Educational Requirements:
  •  Associate’s degree from an accredited institution or comparable experience in the field of Information Technology
Work location and Additional Info:
  • Hybrid work environment, candidates local to the Greater Boston area are encouraged to apply
Overture Partners is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, protected veteran status, or other factors protected by federal, state, and/or local law.

Application Instructions

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