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IT Support Manager / Lead
Addison, TX

Position No Longer Open

Posted 5/14/2019

Required Skills

  • Experience with leading a user support team is a plus
  • Ability to prioritize and push for completion of multiple tasks in a fast paced organization
  • Strong verbal and written communication skills for a business audience
  • 7 to 11 Years of User Support experience
  • Strong experience in working with business users to understand the issues related to a particular software or business process and communicate effectively with technical teams to drive resolution
  • Applications include:
  • Cloud based ERP System
  • FogBugz Ticketing System
  • Custom developed applications built on Microsoft technologies (.Net, SQL, Azure)

Job Description

  • This person will need to be a well-articulated communicator, working with business users and technology to track user issues and work with technical personnel to solve those issues
  • This person needs to be comfortable working with people of varying degrees of technical skills, including end users, systems analysts, business subject matter experts, and project managers
  • Support user tickets, and information requests, working collaboratively with both business owners and IT to ensure that a satisfactory solution is delivered
  • Assist in any level 1 user support tasks before escalation to other levels of support
  • Move tickets as needed to make sure the tickets are distributed to the various priority buckets
  • Ensure that Development team follows up on tickets with users
  • Manage and mentor junior user support personnel with documenting user support issues and also in understanding the business process
  • Act as a liaison between Business users and Development team and Management
  • Assist in Quality Assurance and ensuring that the application releases are of highest quality
  • Ensure that all user support issues are documented in our ticketing Application
  • Make sure that tickets are fully documented before being escalated with the relevant facts and steps taken to resolve the issues

Reliance One, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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RELIANCE ONE, INC.

1700 Harmon Road, Suite One

Auburn Hills, MI 48326

248-922-4500


Copyright 2015 Reliance One, Inc.

All rights reserved.