Application Support Manager (Hybrid)

Housing and Residence Life

Housing and Residence Life is passionate about the Georgia Tech residential student experience. With 97% of all first-year students choosing to live on campus, we create spaces and opportunities for Yellow Jackets to grow and connect from their first day of college through their graduate studies. We are proud to support our student’s personal development and academic endeavors while providing a safe and comfortable living environment.

Our department is a large and complex organization supporting over 8,700 on-campus residents among 49 traditional halls, suites, and apartments, some of which were constructed for the 1996 Summer Olympics. Our team of 200+ professional staff and 300+ student staff among seven departments support residents directly and indirectly with their unique talents.

Housing and Residence Life is a department within the Division of Student Engagement and Well-Being that includes all Campus Services and Student Life offices. There is so much more to learn about us! Visit our website for more information about our halls, processes, and staff.

Provide hands-on support to end users about using various software programs, particularly electronic access control software, efficiently and effectively. Oversee troubleshooting applications and software. Manage the implementation of assigned software applications. Oversee the design, development, and delivery of training programs for software applications, including electronic access control systems. 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 the unit, central IT office staff, contractors, and vendors. This position typically will advise and counsel: Users, IT staff, contractors, and vendors. This position will supervise Application Support Analysts and other staff as assigned.

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, hotfixes, 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 Experience

Five to six years of job-related experience

Educational Requirements

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

Preferred Qualifications
Certifications in specific software supported

Additional Preferred Qualifications
Direct technical and/or administrative support of one or more electronic access control systems,
particular experience with system buildout for new implementations preferred; experience with LenelS2 preferred

Minimum salary: $87,448/yr

Job Grade (Internal Candidates): I6

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 understanding 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.

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.

This is a supervisory position.
This position does not have any financial responsibilities.
This role is not considered a position of trust.
This position does not require a purchasing card (P-Card).
This position does not require a security clearance.

Location: Atlanta, GA

Department: Housing and Residence Life

Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening