Supervisor, Application Support

Lee County Electric Cooperative, Inc.-posted about 2 months ago

Full-time • Mid Level

Onsite • North Fort Myers, FL

251-500 employees

Utilities

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Position Summary: The Supervisor, Application Support leads a team of Application Support Analysts and an Enterprise System Training Coordinator responsible for the support, maintenance, training, optimization, and solution architecture of enterprise applications. This role combines application expertise with leadership in incident management, process improvement, vendor oversight, governance, and user engagement. The Supervisor ensures enterprise applications are reliable, compliant, and aligned with business strategy, while fostering service excellence, collaboration, and innovation across IT and business functions.

Lead, mentor, and evaluate a team of Application Support Analysts and the Enterprise System Training Coordinator. Develop team capabilities in prioritization, problem-solving, training delivery, and business acumen. Promote a culture of accountability, innovation, and alignment with organizational values. Support succession planning, career development, and knowledge growth within the team.
Oversee installation, maintenance, patching, upgrades, and troubleshooting of enterprise applications. Act as point of escalation for complex technical issues not resolved at lower tiers. Provide systems analysis for break/fix issues, enhancements, and technology assessments. Ensure application reliability, security, and compliance while preparing for future technology needs. Collaborate with infrastructure, middleware, and database teams on advanced issues.
Lead the management of high-severity and major incidents, coordinating cross-functional response to restore service quickly. Facilitate root cause analysis and implement corrective actions to prevent recurrence. Conduct post-incident reviews, ensuring lessons learned are documented and shared. Track incident and problem trends to proactively reduce future disruptions.
Develop and document complex 'As Is' and 'To Be' processes, including maps and associated documentation, in compliance to enterprise process mapping standards, tools and IT systems.
Provide guidance on enterprise application architectures, integrations, and workflows. Partner with IT and business stakeholders to design scalable, secure, and cost-effective solutions. Support cloud-based applications, integrations, and vendor-hosted solutions. Collaborate with QA, Business Analysts, and Developers to ensure applications are effectively tested, deployed, and maintained.
Manage vendor relationships to ensure quality, timely, and cost-effective delivery. Oversee vendor contracts, licensing agreements, renewals, and cost management to maximize value. Track vendor SLAs closely and escalate underperformance when necessary. Ensure software license usage remains compliant with contractual terms and enterprise policies. Act as liaison between vendors, IT, and business stakeholders.
Conduct and/or assist in advanced level cost/benefit analysis of proposed solutions in support of prioritizing efforts; ensure data gathering (financial and non-financial/ qualitative and quantitative) and analysis of same.
Analyze, document, and improve end-to-end business and IT processes. Conduct cost-benefit evaluations to guide system and process improvements. Champion automation and efficiency initiatives to reduce manual work. Leverage performance metrics and analytics to identify bottlenecks and drive improvement.
Enforce enterprise software usage policies, IT standards, and security practices. Drive audit readiness by maintaining documentation, remediation tracking, and evidence gathering. Support compliance with industry regulations and enterprise governance frameworks.
Lead enterprise-wide continuous improvement initiatives while partnering with IT and the business to define solution performance opportunities and testing requirements of same; analyze, prioritize and ensure full realization of value to the customer.
Lead the management of high-severity and major incidents, coordinating cross-functional response to restore service quickly. Facilitate root cause analysis and implement corrective actions to prevent recurrence. Conduct post-incident reviews, ensuring lessons learned are documented and shared. Track incident and problem trends to proactively reduce future disruptions.
Collaborates enterprise wide with functional leaders and solution architects to identify process improvement opportunities and streamline the use of process automation across the organization.
Ensure that appropriate metrics are identified, implemented, documented and in line with agreed upon business targets and enterprise strategy. Ensure that the data supporting the metrics requirements is accurate, reliable and transparent; ensure that reporting mechanisms and dashboards are in place and operational.
Establish and promote a knowledge management framework in support of defining and communicating business processes and best practices Oversee the Enterprise System Training Coordinator to ensure effective training delivery. Support creation of training materials, workshops, and knowledge management frameworks. Ensure operational documentation, SOPs, and runbooks are complete and regularly updated.
Work with business owners to review and optimize business rules and policies where required and ensure compliance with same; identify and mitigate risks.
Build strong and effective relationships with management and stakeholders, lead and develop project teams; act as a change management advocate for enterprise projects; assist in driving business awareness of quality/process methodology. Act as liaison between IT and business stakeholders for application support. Maintain strong relationships with stakeholders by setting clear expectations and ensuring satisfaction. Collect and analyze user feedback to improve service quality and application usability. Track KPIs such as uptime, response times, resolution rates, and vendor SLA compliance, and report results to leadership. Promote transparency through clear communication during incidents, changes, and projects.
Understand LCEC's enterprise flagship applications and systems and partner with other IT teams to prepare for SW patches new revisions; understand potential impact on end to end processes and associated workflows
Will perform additional duties as assigned.
Provide support to enterprise emergency recovery and disaster recovery efforts, including extended or after-hours availability when required. Participate in business continuity planning to ensure critical applications remain resilient.

Bachelor's Degree Business, computer information systems or other related field (Required)
5+ to 7 Years experience in complex process and/or business analysis in addition to project managing small to medium enterprise initiatives. (Required)
2+ Years experience leading IT teams in support roles and IT projects Strong leadership, coaching, and team-building skills. Excellent problem-solving and analytical abilities. Effective communicator with strong interpersonal and stakeholder management skills. Demonstrated ability to manage vendors, contracts, and licensing. Proven capability in incident management and root cause analysis. (Required)
Experience in Utilities industry. (Required)
Ability to work with integrity, build trust and mentor others while accomplishing assigned responsibilities; relish leadership accountabilities and seek to develop a team worthy of considerable influence throughout the organization. (Required)
Demonstrated experience identifying, redesigning and automating business processes. (Required)
Excellent collaboration, communication and negotiation skills to include the ability to understand and negotiate the needs and expectations of multiple stakeholders. (Required)
Business acumen skills including strong understanding of risk assessment and knowledge of change management. (Required)
Ability to understand how processes flow across the organization combined with an understanding of functional areas sufficient to demonstrate fluency in business processes and process differentiation. (Required)
Highly effective analytical and detail-oriented capabilities. (Required)
Advanced data analysis skills to include proficiency with SQL, Microsoft Excel. (Required)
Ability to apply multiple process related methodologies, project management skills and advanced analytical skills simultaneously in support of concurrent projects. (Required)
Ability to understand, summarize and present complex data effectively to a variety of audiences across the organization. (Required)
Possess ability to consult and influence across the organization while identifying and providing key facts and reasoning for recommended changes.

Master's Degree Business Administration or Information Systems (Preferred)
Previous experience in enterprise wide, end to end, process improvement and implementation of same. (Preferred)
2+ Years knowledge of ITIL, Agile, and/or DevOps methodologies. (Preferred)
TOGAF Certification; The Open Group Architecture Framework (TOGAF). (Preferred)
ITIL Certification; Information Technology Infrastructure Library Certification. (Preferred)

Relocation Bonus
Company-wide annual incentive plan
Medical, vision and dental insurance
401(k) plan with a generous 6% company match
Company funded Pension Plan
On-site wellness/medical facility
Company paid Short & Long-Term Disability insurance
Health Savings Account with an employer contribution
Flexible Spending Accounts
Paid time off and paid holidays
Wellness program with financial rewards
Tuition reimbursement
Group life insurance
Critical Illness and Accident Insurance

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