Application Delivery & Support Lead

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Job Description:

Summary
As part of the Ryder team, the Application Support Lead will provide application support to users who utilize Transportation Management and Distribution Management Systems.

Essential Functions

• Supervises and coordinates activities of staff members engaged in Support activities.

• Provides additional application knowledge and support to team members.

• Issues instructions and assigns duties and tasks to staff members.

• Validates the staff members are providing timely responses, and meeting all defined service level agreements to all reported issues. Interacts with additional departments and management to resolve problems and expedite work.

• Monitors team ticket queues and alerts to resolve issues, receives and replies to support requests through helpdesk application.

• Develops and maintains System Support Documentation, including Site/account specific information, Production Support Procedures, Help Desk Escalation Protocols and maintain Technical Documentation.

Additional Responsibilities

• Successfully meets schedules.

• Provides leadership to team resources to produce quality work with minimal supervision.

• Facilitates technical meetings to drive the recovery of issues.

• Responsible for the analysis, troubleshooting and resolution of second level technical incidents while adhering to departmental procedures.

• Partners with the Infrastructure and Application teams to ensure issues are resolved in an efficient and timely manner.

• Proactively learns new technologies to support applications as they become part of the Ryder portfolio.

• Assists staff members in resolving problems and completing work.

• Acts as the point of contact and responds to escalations.

• Plans and develops improved procedures.

• Trains and instructs staff members.

• Interacts with key accounts by establishing business relationships with resources at the account.

• Position may be required to perform duties outside their normal responsibilities as needed and when requested.

• Provides off-hours support as needed. 24 x 7 availability.

• Performs other duties as assigned.

Skills and Abilities

• Must possess advanced customer service skills

• Must have advanced analytical/technical ability and problem solving/troubleshooting skills

• Leadership competencies are a plus

• Ability to effectively and clearly communicate to the end-user community, tailoring the communication style/method to the specific need, and be able to discuss technical solutions in a non-technical manner

• Ability to quickly learn new applications and new technologies

• Strong interpersonal, oral and written communications skills

• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)

• Ability to work independently and as a member of a team and provide application training to team members

• Capable of independent decision-making

• Flexibility to operate and self-driven to excel in a fast-paced environment

• Capable of multi-tasking and prioritize work effectively, highly organized, with excellent time management skills

• Ability for domestic travel up to 50% including some international

• Detail oriented with excellent follow-up practices

Qualifications

• Bachelor's degree required with emphasis in Transportation, Logistics and Computer Science/Business preferred or equivalent work experience.

• Seven (7) years or more experience in IT, preferably in Transportation and/or Logistics. required

• Three (3) years or more experience in onsite and remote supervision of five or more technical resources. required

• Previous warehouse and transportation management experience a plus preferred

Travel
40-50%

DOT Regulated
No
 

Job Category

Application Development, Delivery & Support

Compensation Information:

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including rele