IT Apps Team Lead/ Manager - Custom Apps Operations Team

 P-CSD-001

Job Summary

Under limited supervision, ensure the client’s applications operate effectively and efficiently. The successful candidate will be responsible for managing, guiding, and instructing the day-to-day operations of the staff. Ensures stated services and efficiency goals are met. Serves as a high-level subject matter expert, providing authoritative guidance for professional staff and supporting the software life cycle for the agency’s applications, emphasizing activities and task prioritization.

The Team Leader/Manager will manage the Custom Application Operations Team, which supports all in-house custom applications (40) developed in .NET technologies. This position will manage a team of 8-12 software engineers (tier 2) and support specialists (tier 1) responsible for the support of client applications.

Job position expectations: hybrid availability (remote and onsite) to receive equipment onsite; to support team members onsite when hiring new resources and providing equipment; in-person meetings with vendors; and open house for projects and on-demand requests to be onsite.

Candidate must possess a strong technical background to assist staff in troubleshooting issues and making decisions based on knowledge and information presented by staff to fix existing issues with the application, experience with high volume support of applications, and manage staff work log and assignments.

Responsibilities

Lead and manage a team of IT consultants/staff by providing guidance, support, and training as needed.

Monitor and analyze the performance of the IT team, ensuring that support requests are handled efficiently and effectively.

Develop and implement best practices to ensure our IT enterprise applications are supportable and maintainable.

Ensure that customer SLAs are met on a daily, monthly basis.

Evaluate and recommend software solutions to improve the ability to support client’s IT enterprise applications.

Work with other teams and offices to ensure that the IT support team is providing the necessary support to meet the needs of client.

Coordinate and troubleshoot technical issues and guide the IT team in resolving complex technical problems.

Interview candidates and hire qualified individuals to fill open roles within the department.

Generate daily, weekly, and monthly reports requested by both internal and external clients and client IT Management.

Develop and mentor staff to a high level of competency.

Handle issues of a highly technical nature and challenging calls from clients.

Participate in defining key performance indicators (KPIs) to evaluate the efficiency and effectiveness of the function and process. Continually monitor KPI performance and identify improvement opportunities, ensuring groups resolve tickets.

Monitor staff performance and schedule adherence to improve efficiencies, identify training opportunities, and ensure proper coverage.

Remain current on internal procedures and external client requirements.

Minimum Qualifications

Bachelor’s degree in Computer Science and Information Technology or a related field.

Technical certifications preferred.

Five (5) years of experience as a Technical lead.NET developer.

Five (5) years of experience in an IT management role, IT Supervisor role, IT technical lead role.

Two (2) years of experience in a Project management role (This is not for a project manager role; it is a role for a manager/technical lead; however, knowledge of projects/portfolio management is preferred.)

Preferred Qualifications

Five (5) years of experience managing, supervising or leading a support team.

Seven (7) years of experience as a Technical lead.NET developer, IT technical lead role.

Experience working with customer support, developers, architect, other team leads, project management, and customers, internal and external.

Experience in custom applications or Experience with customization in Commercial-off-the-shelf (COST) products.

Developed applications in .NET technologies with Kendo UI Telerik, C#.net, Web API, REST API, JSON, SQL Server, Oracle, XML, HTML5, Angular JS.

Experience with ServiceNow ITSM.

Experience working with products management tools such as MS Visual Studio Team (TFS) server using Agile (SCRUM).

Ability to resolve issues and exhibit strong initiative.

Excellent planning, training, and follow-up skills and analytical abilities.

Strong problem-solving and analytical abilities.

Benefits

PEAK believes that taking care of our team is essential for success and we are proud to provide benefits that enhance both your well-being and your future.

PEAK's benefit offerings available for our associates include medical, dental, vision, Flexible Spending Account (FSA), Dependent Care Savings Account (DCA), and 401K plan.

Additionally, our associates may be eligible for Paid Sick Leave as required by Federal, State, or local laws.

Equal Opportunity Employer (EEO)

PEAK Technical Staffing is committed to creating a diverse and inclusive environment and is proud to be an Equal Opportunity Employer. PEAK does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business need. We encourage all individuals to apply.

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