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Application Support Lead

Location: 

West Palm Beach, FL, US

Req ID:  27222
Date:  Nov 19, 2021

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 SAP, Basis, Kronos, other third-party applications and Interfaces through our Service Management partner. 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 and ensure that end-users are being supported properly.

 

DETAILED ROLES & RESPONSIBILITIES

  • Manage 4 Service Delivery Managers
  • Plan and ensure execution of the delivery of existing and new support services
  • Managing stakeholders (tower leads, solution owners);
  • To take ownership and responsibility of the SLA Management with our provider;
  • Introduce service improvements internally and with our managed service provider.
  • Contribute to the development of the service management tool.
  • Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis.
  •  Point person for SAP MaxAttention support days.
  • To 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.

 

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

  • Associates Degree or higher in related discipline (Computer Science/Engineering preferred)

 

SUPERVISORY RESPONSIBILITY

  • 4 direct reports (Service Managers)

 

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

  • Excellent interpersonal and customer relationship skills.
  • Display leadership attributes.
  • Demonstrated problem-solving skills.
  • Excellent written and verbal communications skills.

 

LOCATION OF ROLE

  • West Palm Beach, Florida

 

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.


Nearest Major Market: Palm Beach
Nearest Secondary Market: Miami