Application Support Lead
Kforce Inc.

Job Info

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RESPONSIBILITIES:

Kforce has a client in Tampa, FL that is seeking an experienced Application Support Lead to join our Tax innovation team and drive support for critical business applications. This role requires a strong understanding of business functions, technology support, and troubleshooting expertise to resolve complex, strategic challenges. The ideal candidate will have extensive experience in application support within a service management framework, with demonstrated leadership abilities and proficiency in supporting diverse technical environments.Responsibilities:

• Provide end-to-end support for business-critical applications, troubleshooting issues to ensure continuity of service
• Enforce and monitor Service Level Agreements (SLAs), ensuring alignment with organizational needs and objectives
• Utilize ITIL service management principles to manage and resolve incidents, requests, and problem tickets within defined service standards
• Lead application support team in prioritizing tasks, managing multiple deadlines, and balancing conflicting priorities effectively
• Develop and maintain strong relationships with key stakeholders, including technical teams, business leaders, and end users, to drive collaborative problem-solving and proactive support
• Create and troubleshoot SQL queries, manage database interactions, and apply PowerShell scripting to enhance support capabilities
• Leverage expertise in ServiceNow for ticket management, reporting, and analysis to ensure effective incident resolution and improved service delivery
• Manage application support within Microsoft Azure (PaaS and IaaS), including virtual machines, databases, and networking components
• Apply knowledge of containerized applications and modern identity principles (OpenID, OAuth 2.0, SAML, MFA) to support secure and scalable solutions

REQUIREMENTS:

• 10+ years of experience in IT with progressive leadership responsibilities, with a focus on application support and service management
• Proficiency in SQL and PowerShell for efficient query handling and automation
• Hands-on experience with Microsoft Azure environments, including both PaaS and IaaS
• Familiarity with container architecture, including Docker and Kubernetes
• Solid understanding of identity management and security protocols such as OpenID, OAuth 2.0, SAML, and MFA
• Service Management: Extensive ITIL ticket management experience, ideally with certifications in ITIL practices.
• Platform Expertise: ServiceNow experience for managing, tracking, and reporting on support tickets
• Communication: Exceptional written and verbal communication skills, with the ability to translate technical issues for diverse audiences
• Documentation: Create, review, and update knowledge base articles, SOPs, and other support documentation to improve team and user understanding
• Strategic Vision - Aligns support functions with business strategy, anticipating future needs and planning for enhanced service delivery
• Decisive Problem-Solving - Confidently makes data-driven decisions in high-stakes scenarios to minimize downtime and optimize application performance
• Technical Mentorship - Coaches and guides team members, fostering skill development and supporting career growth within the team
• Cross-Functional Collaboration - Promotes collaboration across departments, establishing cohesive and effective support processes
• Customer-Centric Focus - Ensures end-user satisfaction by driving improvements in service delivery and responsiveness

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