• Supervise highly skilled, professional information technology staff to ensure accomplishment of assigned duties and responsibilities through delegation of work, priority determination, and work review• Develop, implement, and maintain policies and procedures for application support services and manage team to ensure all support or service requests are dealt with according to the established procedures.• Establish and monitor performance metrics, identifying trends and utilizing data to drive performance and strategic decision making.• Maintain a customer focus and act as an advocate throughout the resolution of incidents and requests.• Regularly interact with TS leadership to communicate status, manage customer expectations, and prioritize team workload• Develop and test contingency plans to cover various systems failure scenarios and applications software systems recovery and restoration procedures• Develop and implement staff training and development plans to provide cross training of employees, specific job-related training, and other approaches to provide opportunities for staff flexibility, development, and career progression.• Assist Applications Director(s) with development of the team’s yearly budget• Interview and select staff reporting directly to this position and assist with other interviews as assigned• Monitor and document employee performance, provide on-going actionable feedback regarding levels of performance, and formally evaluate employees in relation to performance• Assist with or develop, recommend, and coordinate the implementation of new standards, policies and procedures for the assigned team or function

Directly oversee the work of support developers and analysts responsible for a number of custom and commercial applications.Responsible for supervisory functions and day-to-day management of assignments, tasks and projects, including reporting and service level effectiveness.Monitoring and documenting employee performance, providing on-going feedback regarding levels of performance, and formally evaluating employees in relation to performance.

• Primary Account Management point of contact for Technology, Operations, Sales and external clients. Participates closely with the management teams of Operations and other business owners to ensure quality customer support.