Support Manager 100k-130k Jobs Houston

Are you ready to join a world class financial institution and be a key player as a Support Manager? Please have a look at the job description below.

The position job responsibilities include:

Assist with overall Application Managed Service (AMS) vendor management activities
Ensure AMS Governance is sustained to maintain integrity of the Operate service model
Work with AMS provider to review project management deliverables and associated SLAs
Partner with HR Shared Service to improve the service delivery model and communicate accordingly across the AMS provider, business systems analysts, and business / user groups
Develop managed service improvement targets to enhance partnership and service delivery effectiveness
Serve as central point of contact across the AMS portfolio for release management, ticket prioritization, and required escalations to ensure business priorities are achieved
Manage the staff responsible for Help Desk Support escalations for Tier 2 and 3 trouble shoot resolve related activities
Communicate with the AMS provider, Business Systems Analysts, business/user groups
Act as the liaison between HR Shared Services, the AMS provider, and functional COEs (Centers of Excellence)
Manage resources in application support COE and partner with regional HR counterparts as required
Coordinate resources and activities to achieve maximum expense control and productivity
Participate in staff performance feedback for resource evaluations
Identify and resolve issues / risks
Manage and participate in project activities as required

SKILLS/EXPERIENCE REQUIRED:
Strong managerial expertise working with offshore AMS provider to ensure required level of service is obtained for application production support and minor enhancement activities. Minimum 10 years of experience working with high-profile projects, managing onshore and offshore resources, and experience with HR applications.
10 or more years of project management experience working with multiple application systems in a Global environment
Experience working in an outsourced project support environment, managing vendor SLAs and escalations
Experience working in a Helpdesk environment managing project support tickets using Salesforce.com
Experience working with multiple parties to prioritize production support tickets and minor enhancements based on business objectives
Assist in fulfilling SOX and other regulatory compliance policies
Management of project resources, including business systems analysts, external consultants, and offshore resources
Strong communication skills, written and oral, expert use of MS Office tools, including PowerPoint, Visio, Excel, and Project
Supervisory / Management skills
Relation Management skills
Attention to detail

If you feel you meet the following requirements apply to Joseph Amanna at Huxley Associates.