Application Support Supervisor

This Corporate Technology Supervisor is responsible for managing a team of System Application Administrators as they implement and maintain third‑party (vendor) acquired business applications used by various departments across the Enterprise. The expectation is that these applications are kept up to date with vendor releases, are configured in a secure fashion, in line with company standards, and that they meet uptime standards defined by the supported business unit.

This often includes Business Continuity planning and critical response. The Application Support Supervisor works closely with business unit and technical management and staff to accomplish the following:

• Oversees assigned staff to ensure all goals and SLA’s are met
• Oversees the support and maintenance of 100+ software applications used by the organization
• Develops training and documentation related to procedures, standards, and best practices to ensure that staff is adequately knowledgeable
• Provide an escalation point for complex or critical issues
• Analyzes business problems and proposes solutions; develops cost/benefit analysis for proposed solutions; advises on how existing IT systems can be applied to solve problems
• Manages multiple high-profile projects simultaneously, ensuring deadlines and requirements are met
• Performs miscellaneous job‑related duties as assigned

This position is often involved in conducting process reviews, providing expertise and experience in software application support, and performing vendor research to support the objectives of business units. These efforts create value for the company by significantly altering internal processes or bringing new technology to bear in important business activities.

Performs necessary investigation, analysis and evaluation to determine project feasibility; helps to develop project cost and benefit estimates to establish project worth including the development of alternative considerations leading to recommendations for new systems or equipment installations, or migration to existing ones; develops or assists in the development of work plans including task sequencing, time schedules, and test procedures.

Creates and maintains positive relationships with technology vendors, the IT organization, internal customers using IT services, and executives in charge of the key business units using IT services. Often works with other IT teams in coordinated efforts to support infrastructure changes, remediate vulnerabilities, and bring systems or processes into regulatory compliance.

Education

• Bachelor’s degree in computer science, information technology, engineering, business administration, or related technical field; and
• Five years of systems support/server support work experience: or
• Any equivalent combination of education and experience.

• Considerable knowledge of major systems implementation and ongoing support
• Experience with Windows Server operating systems
• Ability to communicate effectively orally and in writing; to follow or give verbal and written instructions, as applicable
• Ability to establish and maintain effective working relationships with subordinates, peers, supervisors, vendors and contractors
• Ability to exercise sound judgment in evaluating situations and in making decisions

• Applicable experience with software applications used within mortgage and banking industry
• Applicable experience in project management and control
• Prior supervisor experience