What are the responsibilities and job description for the Application Support Manager position at Power Home Remodeling?
POSITION SUMMARY :
The Application Support Manager works alongside the Assistant Director of Nitro Support Services to grow and develop the Nitro Support team. They will manage a group of Support Specialists to ensure that support tickets and calls are resolved efficiently, on time and meet required quality standards. They will assist in the further development of support standards and metrics and explore areas for experimentation of new support processes.
ESSENTIAL DUTIES AND RESPONSIBILITIES :
- Mentor and guide members of the Support team, providing them with constructive feedback, facilitating professional growth, and conducting regular performance reviews and one-on-one meetings.
- Establish and uphold support standards to maintain consistency in support team workflows.
- Develop and maintain Support metrics to assess team performance, identify areas for improvement, and drive efficiency.
- Recruit, onboard, and train new staff members to build a highly skilled and motivated Support team.
- Takes responsibility and ownership of team productivity, identifying and resolving issues preventing the team from reaching their full potential. Helps keep team morale high, escalating when additional support is required.
- Meets with senior leaders to set department goals. Uses their experience to help plan, advise and assist, resolving support issues in an effective and timely manner
- Stay up-to-date with industry best practices and emerging trends in support to ensure our processes remain cutting-edge.
- Undertake any other duties as assigned by BT Leadership.
CORE COMPETENCIES :
EDUCATION AND EXPERIENCE :
SALARY AND BENEFITS :
REQUIRED LICENSES AND CERTIFICATIONS : N / A
WORK ENVIRONMENT :
The Nitro Support Manager works in an office environment and from home according to BT's WFH rules.
Power Home Remodeling Group is an equal opportunity employer, and we are committed to hiring a diverse and talented workforce. If you have a disability or special need that requires accommodation, please submit the accommodation request to recruiting@powerhrg.com
