CRE Application Support Team Leader
Tempe, AZ 
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Posted 1 day ago
Job Description

Job Title

CRE Application Support Team Leader

Job Description Summary

The Application Support Team Leader role provides support to Operations at the Regional and Property level, in working with Key financial and operational systems along with giving guidance on the proper processes and procedures for accurate accounting.
This position will work closely with the Platform Team/Development Team/Vendors to resolve/mitigate system issues

Job Description

Key responsibilities:

  • Oversee the day-to-day operations of the Application Support Team
  • Oversee release management/deployment process from technical perspective
  • Act as a senior support analyst who will drive customer satisfaction through customer support
  • Provide direct supervision of the technical support staff which may include:
    • Recruitment,
    • Evaluations
    • Disciplinary actions
  • Act as a mentor and provide oversight, coaching, and training to technical support staff
  • Be the point of contact for technical escalations
  • Record and track team SLAs and workloads
  • Acts as primary technical customer service point of contact for the internal/external customers, and provides reports and other deliverables or information that facilitates business operations
  • Act as a point of contact for both Platform Team and Software Vendors
  • Manage and report on all incoming technical support inquiries
  • On-board all new technical support team members
  • Assist in the creation of the team KPIs as well as monitor and report on results
  • Be actively involved with the operational delivery and UAT if required for new product and feature releases
  • Monitor team performance and report on metrics
  • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
  • Work to create any relevant support material for the team
  • Make sure processes, audit, compliance and data security standards are met
  • Ensure proper communication channels are set up among CAD Team support teams (Yardi, Yardi Multi Family, Ancillary Applications)
  • Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
  • Implement any necessary preventive measures to reduce customer faults and issues
  • Provide team leadership establishing internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests
  • Actively participate in application roadmap initiatives and improvements (Service Now, JIRA, Smartsheet)
  • Assist in the creation and implementation of customer self-service material and tools
  • Evaluate and analyse Yardi case trends to prevent future issues

Desired skills:

  • Bachelor's degree in accounting, finance, or information systems strongly recommended
  • 5 or more years of related technical and managerial experience in an end-to-end service desk, contact centre or other managed service environment
  • ITIL v3/v4 Foundations certification or higher preferred
  • Demonstrated experience with implementing SLAs and performance metrics on a small to a medium service desk
  • Strong Microsoft Office skills
  • Experience with Service Now
  • Experience with Microsoft Teams desirable
  • Strong Customer Service Skills
  • Strong skill in teaching others processes and procedures
  • Demonstrates strong analytical skills, attention to detail & initiative
  • Knowledge in SQL Server Stack (DB, SSIS, SSRS, SSAS) and security architecture is a plus
  • Ability to adapt and understand priorities
  • Self-starter and strong organizational skills with the ability to manage multiple tasks
  • Demonstrated ability to interact successfully with all levels within a company
  • Excellent oral and written communication skills.
  • Demonstrated ability to take initiative, to maintain confidentiality, to meet deadlines, and to work in a team environment.

QUALIFICATIONS & TECHNICAL SKILLS

  • Solution Oriented
  • Strong Organizational skills
  • Ability to set and manage priorities
  • Analytical and Numeracy skills
  • Commercial awareness
  • Team Player with strong collaboration skills
  • Diplomacy
  • Self-starter
  • Ability to articulate ideas to both technical and non-technical audiences
  • Keen attention to detail
  • Active listener
  • Clear communications and simplicity; ability to speak the language of business and of technology
  • Conflict Resolution experience
Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.
Cushman & Wakefield is an Equal Opportunity / Affirmative? Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
5+ years
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