Service Desk Manager for ERP Apps

Service Desk Manager for ERP Apps

Daytona Beach, Florida (Hybrid)

We are seeking a Service Desk Manager to lead the application support team for our enterprise ERP systems. This role involves overseeing the Tier 1 and Tier 2 support operations, managing incident queues, and ensuring service level agreements (SLAs) are met. The manager will play a key part in the rollout of Oracle Fusion across the organization, starting with hypercare support for the initial pilot branches.

• Oversee the Tier 1 and Tier 2 support team that handles tickets for Oracle Fusion issues.
• Manage the incident queue using Service Now, ensuring tickets are properly prioritized and SLAs are achieved.
• Identify and analyze issue trends to provide feedback to Tier 3 and engineering teams for root cause analysis and permanent solutions.
• Handle incidents related to order fulfillment, invoicing, printing, labeling, and billing synchronization.
• Develop and maintain dashboards and reports to track metrics and present findings to executive leadership.
• Provide hands-on support and assist with ticket resolution as needed, particularly during the initial phases of system rollout.
• Facilitate incident intake from various channels, including a service portal, email, and designated chat channels.

• 5+ years of experience in a management role.
• Experience with ticketing systems, with a preference for Service Now.
• Proficiency with Oracle Fusion and its various modules, such as order management, inventory, warehouse management, procurement, and finance.
• Experience creating dashboards, reporting on metrics, and presenting to high-level leaders and executives.

• Demonstrated customer service skills and the ability to communicate effectively with users from various backgrounds.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe.

When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning.

We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Our commitment to excellence is reflected in many awards, including Clearly Rateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

• Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection.
• We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure.
• Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a Support Linc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.
• In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.
• Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach.
• You can access a full list of our benefits, programmes, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer.

We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual…