Application Support Lead
Location: West Palm Beach, FL, US
Req ID: 38049

Florida Crystals is a leading domestic sugar producer and North America’s first fully integrated cane sugar company, guiding our sugar from farm to table. We are America’s first and only producer of certified organic sugar, grown and harvested in the United States. Our renewable energy facility is the largest of its kind in North America and provides clean energy that powers our sugar operations, which helps us reduce our use of fossil fuels. Florida Crystals also sustainably farms rice, sweet corn and other vegetables in rotation with our sugarcane. Our rice mill is the only rice mill in Florida.

OVERVIEW

The Application Support Lead will deliver application support services for all enterprise applications, other third-party applications and interfaces through our Service Management partners. Provide hands-on leadership in managing a team of Service Managers. In this position, the Manager of Application Support will oversee staff needs, create weekly and monthly executive reports, ensure that end-users are being supported properly and service management partners are meeting service level agreements through the successful delivery of incidents/requests resolution, changes, and enhancements.

DETAILED ROLES & RESPONSIBILITIES

Manage team of Service Delivery Managers
Plan and ensure execution of the delivery of existing and new support services
Managing stakeholders (tower leads, solution owners)
Take ownership and responsibility of the SLA Management with our provider
Introduce service improvements internally and with our managed service provider
Contribute to the continuous improvement of service management practice and adoption of tools
Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
Contribute to the development and revision of relevant policies, frameworks and processes that are in place across the business
Understands how to communicate difficult/sensitive information tactfully
Leads internal teams/task forces
Creates functional strategies and specific objectives for service management and develop budgets/policies/procedures to support quality and reliability
Provide guidance, mentorship, and sharing of knowledge to direct team members and others
Partner with other leaders in technology to promote operational excellence
Manage application support budget and financials
WORK EXPERIENCES

Minimum of 10 years experience in managing IT-related teams
Strong knowledge of ITIL processes and working in a Managed Service environment
Knowledge of, and experience with, SAP applications, as well as other business applications
Strong organizational skills
Ability to motivate and direct team members
Ability to manage across IT leadership
EDUCATION REQUIREMENTS

Bachelor’s Degree in in related discipline (Computer Science/Engineering preferred)
ITIL Certification a plus

SUPERVISORY RESPONSIBILITY

4 direct reports (Service Managers)
ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

Display leadership attributes
Demonstrated problem-solving skills
Demonstrated skills collaborating closely with vendors
Must demonstrate excellent technical, service, communication (verbally and in written form) and interpersonal skills with all levels of management in an organized, professional manner and with awareness of its effect on others
Identify complex problems, and develop or evaluate options and implement solutions
Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Effectively prioritize tasks and plan work
Establish effective working relationships with members inside and outside the organization
Knowledge of IT governance and ITIL framework
LOCATION OF ROLE

West Palm Beach, Florida
We are an equal opportunity employer. We do not discriminate on the basis of race, color, creed, religion, gender, sexual orientation, gender identity, age, national origin, disability, veteran status or any other category protected under federal, state, or local law. All employment is decided on the basis of qualifications, merit, and business need.

Nearest Major Market: Palm Beach
Nearest Secondary Market: Miami