The Lead, IT Services and Support is responsible for establishing and maintaining support for Mentis and its applications. This position will eventually lead the Applications Support Team on escalated incidents, problems and service requests to ensure their efforts align with business needs. This position will also lead outsourced and other third party vendor(s) to deliver support managed by business metrics and end to end ownership.
Location: DFW, Texas
Primary Responsibilities: Work with the local and global Support teams to respond to escalated incidents, problems and service requests for application support Plan and manage execution of Peak Season support Work with customers in matching their needs to services offered by the company Serve as the primary communication channel between the Application Development/Service/Support Team and the customers Proactively monitor and provide input to management regarding outsourced partner(s) performance and escalate deficiencies Coordinate implementation of the application lifecycle roadmap Collaborate with key stakeholders to prioritize and schedule support requests and ensure timely and efficient closure of tickets Leverage support best practices and support/project management systems (such as Zendesk, Jira) to drive continual process improvement
Job Requirements Minimum level of formal education: Bachelor’s Degree or equivalent Area of study: Computer Science, Information Systems, Business Administration or finance Minimum years experience required: 3 to 5 years progressive work experience, within an software environment Prefer experience working in a web based service and technology environment where web based support programs and tools were a key component to service delivery. Familiarity with Open Source Software, Scripting Languages and Web Protocols will be an added advantage. 2+ plus year of support experience, including troubleshooting and performing root cause analysis of complex IT solutions
Salary and compensation
$50,000 — $70,000/year
Equity
0.0 – 0.5
