Job Description :
Job Title: Technical Support Manager
Location: Woodcliff Lake, NJ
Duration: Full time
Technical support coordinator responsible for managing critical support incidents for portfolio of global Audit applications. Act as a point of escalation for complex support issues. Manage troubleshooting efforts across multiple global teams.
Responsibilities and Tasks
Manage critical Audit application issues escalated by Member Firm IT for locally supported solutions Coordinate efforts between ITS teams and vendors (i.e support, development, infrastructure, architecture, etc Manage communications, provide consolidated updates to leadership Act as a technical advisor/SME on key products within Audit portfolio, manage issues troubleshooting/triage across multiple teams, drive efficient resolutions Establish relationships with key IT contacts in large Member Firms, establish communications between teams Point person for coordinating heightened support post product release (Hyper-Care) Develop solid relationships with key IT contacts in global and primary Member Firms, become a trusted advisor with key contacts and stakeholders for Audit application portfolio
Skills: Management and Competencies
Experienced cross functional issue coordinator/manager Highly technical role, experience with supporting complex server and desktop applications Excellent written and verbal communication skills with the ability to document and communicate technical information to IT Leadership, the business, developers and support staff International experience with the ability to work in a diverse work environment across cultures and time-zones; available to travel (internationally) at short notice and host/attend international calls outside of standard working hours
Qualifications
Minimum five years'' experience as a Senior Support Lead / Manager with experience in the support and delivery of enterprise systems with an emphasis on globally available applications
Solid overall technical application troubleshooting skills including experience with SQL server, Microsoft Windows Server, IIS, desktop, networking, etc.
Confidence in dealing with staff, managers and IT leadership Strong written and verbal communication skills required
Education:
Bachelor''s degree or higher from an accredited college/university in Computer Science or related field
Required Skills:
IIS
MICROSOFT WINDOWS
NETWORKING
SQL
SQL SERVER
Additional Skills:
APPLICATION TROUBLESHOOTING
ARCHITECTURE
AUDIT
DESKTOP APPLICATIONS
EXCELLENT WRITTEN
EXCELLENT WRITTEN AND VERBAL COMMUNICATION SKILLS INTERNET INFORMATION SERVICES ITS MS SQL SERVER SME SUBJECT MATTER EXPERT TECHNICAL SUPPORT