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MGR IT APPLICATION SUPPORT in Memphis, TN at ServiceMaster

Date Posted: 5/21/2019

Job Snapshot

Job Description



Position Overview

Responsible for the production of a full range of communication and training material to effectively support the business operating system(s). Responsible for escalated service issues in relation to the business systems.



Job Responsibilities

  • Manages and coordinates work of the communications/training team
  • Manages creative staff as well as composes, edits and manages the production of a full range of material to effectively support the BU's operating system(s)
  • Over-sees production from draft level through distribution of final product
  • Participates in working groups to plan, coordinate and execute original communications/training products related to current and new program offerings
  • Manages the performance of escalated customer service issues and support to customers (internal & external) and ensure service levels are achieved
  • Acts as an escalation point for all requests and incidents
  • Trains, coaches and mentors application support analysts and facilitates career development
  • Provides data and reporting KPI's and trends to IT department and others in meetings as needed
  • Manages process for communicating system outages to the appropriate field personnel
  • Responsible for all activities related to associate engagement, training, reviews, etc.


Job Requirements

  • College degree and 3 to 5 years management experience
  • Ability to translate complex technical language and ideas into language easily comprehensible to non-specialists
  • Inter-personal skills to facilitate work with a wide range of individuals/groups


Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:

  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
  • Sitting for long periods of time while using office equipment such as computers, phones and etc.
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.


Incumbent is required to have:

  • Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

  • Inside working conditions: The change of building environment such as with or without air conditioning and heating.