System Tech Support Team Lead

SUMMARY: Leads and manages the Application Support Team on a day-to-day basis covering the whole spectrum of Application and Systems Support. The Team Lead provides continuous improvement for supporting and maintaining application system and assists with managing department resources and staff workload to ensure delivery of effective solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

• Plans, directs, and manages the day-to-day operations of the CORE Application Support team.
• Provides support, coaching and mentoring to Applications Support Team members to ensure that all objectives and commitments are fulfilled in line with expectations, agreements, and standards.
• Efficiently allocates incoming requests to the team, prioritizing actions, and monitoring team resources so that customer deadlines are met.
• Provides High-level (tier 3) support and subject matter expertise.
• Remain current on industry practices, equipment, and standards.
• Provides advanced support to successfully resolve problems.
• Participate in all contingency planning and disaster recovery.
• Manage projects as directed by management within budget and assigned timeframes.
• Monitors the ticket flow, re-assigns tasks as needed to keep an even balance.
• Communicates and is the focal point for the dissemination of information from management to the team and vice versa.
• Assists with the development of team members to enhance skills and promote cross-training, and coaching.
• Recommends and assists with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the team.
• Troubleshoots areas of poor performance and identifies effective solutions to resolve issues both in the immediate future and for the longer term.
• Ensure the Enterprise Applications team deliver a professional, customer-focused, and high performing level of support.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

EDUCATION

Bachelor's Degree in business administration, Computer Information Systems, and/or engineering or comparable experience, with the appropriate emphasis in Business Administration, and Client Server support experience required.

EXPERIENCE

• 6+ years of technology experience with 3+ years supporting core applications and 6+ years of management experience.
• Strong experience with Fiserv Core Banking Applications preferred.
• Experience researching and keeping "abreast" of industry technical/ business information security requirements and translating those requirements to the Banks information environment required.
• Experience managing teams, projects and budgets required.

CERTIFICATES, LICENSES, REGISTRATIONS

• Six Sigma Green Belt, Certified Scrum Master (CSM), PMI Agile Certified Practitioner (PMI-ACP), and/or ITLM Certified preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Results driven leadership and people management experience required.
• Must have strong project management and business analytics background.
• Ability to multi-task and to quickly adapt to a changing environment.
• Outstanding verbal and written communication skills.
• Must have strong customer service and vendor management skills.