Application Delivery & Support Lead

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Job Description : Summary

As part of the Ryder team, the Application Support Lead will provide application support to users who utilize Transportation Management and Distribution Management Systems.

Essential Functions

Supervises and coordinates activities of staff members engaged in Support activities.

Provides additional application knowledge and support to team members.

Issues instructions and assigns duties and tasks to staff members.

Validates the staff members are providing timely responses, and meeting all defined service level agreements to all reported issues. Interacts with additional departments and management to resolve problems and expedite work.

Monitors team ticket queues and alerts to resolve issues, receives and replies to support requests through helpdesk application.

Develops and maintains System Support Documentation, including Site / account specific information, Production Support Procedures, Help Desk Escalation Protocols and maintain Technical Documentation.

Additional Responsibilities

Successfully meets schedules.

Provides leadership to team resources to produce quality work with minimal supervision.

Facilitates technical meetings to drive the recovery of issues.

Responsible for the analysis, troubleshooting and resolution of second level technical incidents while adhering to departmental procedures.

Partners with the Infrastructure and Application teams to ensure issues are resolved in an efficient and timely manner.

Proactively learns new technologies to support applications as they become part of the Ryder portfolio.

Assists staff members in resolving problems and completing work.

Acts as the point of contact and responds to escalations.

Plans and develops improved procedures.

Trains and instructs staff members.

Interacts with key accounts by establishing business relationships with resources at the account.

Position may be required to perform duties outside their normal responsibilities as needed and when requested.

Provides off-hours support as needed. 24 x 7 availability.

Performs other duties as assigned.

Skills and Abilities

Must possess advanced customer service skills

Must have advanced analytical / technical ability and problem solving / troubleshooting skills

Leadership competencies are a plus

Ability to effectively and clearly communicate to the end-user community, tailoring the communication style / method to the specific need, and be able to discuss technical solutions in a non-technical manner

Ability to quickly learn new applications and new technologies

Strong interpersonal, oral and written communications skills

Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)

Ability to work independently and as a member of a team and provide application training to team members

Capable of independent decision-making

Flexibility to operate and self-driven to excel in a fast-paced environment

Capable of multi-tasking and prioritize work effectively, highly organized, with excellent time management skills

Ability for domestic travel up to 50% including some international

Detail oriented with excellent follow-up practices

Qualifications

Bachelor's degree required with emphasis in Transportation, Logistics and Computer Science / Business preferred or equivalent work experience.

Seven (7) years or more experience in IT, preferably in Transportation and / or Logistics. required

Three (3) years or more experience in onsite and remote supervision of five or more technical resources. required

Previous warehouse and transportation management experience a plus preferred

Travel : 40-50%

DOT Regulated : No

Job Category : Application Development, Delivery & Support

Compensation Information :

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data / ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and / or long-term incentive plan based on the level and / or type. Compensation ranges for the position are below :

Pay Type :

Salaried

Minimum Pay Range : 90,000.00

Maximum Pay Range : 105,000.00

Benefits Information :

For all Full-time positions only : Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Security Notice for Applicants :

Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire. During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through www.ryder.com / careers .

Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at careers@ryder.com or 800-793-3754.

Current Employees :

If you are a current employee at Ryder, please click here ($3.htmld) to log in to Workday to apply using the internal application process.

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Salary : $90,000