Application Support Manager - Lumin Digital
San Ramon, CA

Job Description

Are you ready to take your career to the next level? Join us at PSCU!

The Application Support Manager provides leadership to the Application Support team and is responsible for reporting client satisfaction metrics to the leadership team, conducting periodic meetings with customers, and mentoring the Application Support Engineers. The qualified candidate possesses exceptional communication and leadership skills, good problem solving techniques, and a solid understanding of enterprise applications. The manager will take and resolve client escalations.

RESPONSIBILITIES:

* Mentor Application Support team by conducting one on ones, ensuring the team is empowered to succeed, and hiring excellent candidates
* Report client satisfaction and team performance metrics to the leadership team
* Work with the VP, Operations to ensure team is staffed properly and has the correct tools to succeed
* Proactively communicate with customers to avoid escalations. When escalations do occur, work with customers to deescalate the situation and follow through on commits made in the escalation call
* Serve on the team handling SEV1 issues
* Troubleshoot issues alongside Application Support Engineers
* Prioritize work for team

REQUIREMENTS:

* Cultural fit. Humility. Strong sense of ownership, customer service, and integrity. Willing to walk in the mud.
* Outstanding Leadership skills
* Commitment to continually improving yourself.
* Remain calm in trying circumstances.
* Exceptional written and verbal communication skills.

DESIRED SKILLS:

* 3+ years of experience leading an application support team
* Knowledge of microservice architecture
* Experience with Atlassian or similar tools
* Experience supporting a hosted application
* Survey and metric collecting and reporting

EDUCATION:

* Bachelor's degree or higher or equivalent experience

Our corporate value statements represent PSCU's commitment to providing the highest quality service to our member-owners. By practicing these values, we continue to meet the challenge of being a leading service provider in the credit union industry.

* Service Excellence - Exceeding expectations in every interaction.
* Passion - Boundless enthusiasm to be THE best.
* Leadership - Engaging, influencing, and inspiring others to accomplish our mission.
* Trust - Keeping the promises you make to others, and to yourself.
* Innovation - The relentless pursuit of better ways.

PSCU is a drug and smoke free workplace

To learn more about opportunities and what it's like to work at PSCU follow us on our Facebook Careers page https://www.facebook.com/PSCUCareers