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Software Development Support Manager

  • Location: Mansfield, Texas, 76063
  • Job Type:Permanent

Posted 24 days ago

Large distribution company in Dallas / Fort Worth is seeking to hire a Software Development Support Manager for a permanent position within their IT department.  In this role, you will be responsible for leading a team assigned to perform system administration and support of Enterprise Applications.  Will have supervisory responsibility for two or more employees.  Will report to the VP of Software Development, who will review and set up interviews with strong candidates immediately.  

JOB DESCRIPTION

As the Software Development Support Manager, you will provide managerial support and incident management oversight for the mission critical applications. Will be responsible for the ongoing adoption of DevOps functions (including but not limited to CI/CD, process automation, packaging and artifact management, monitoring, etc.) within the Software Development team and will collaborate with other IT Operational and Security teams to help develop an agile and reliable software deployment infrastructure. Will lead the deployment and support of the software managed by the team, as well as drive software configuration management, version control standards/processes/practices, and continuous integration.  Additionally, as the Software Development Support Manager, you will:

  • Manage a team of IT professionals including hiring, team building, goal setting, performance management, and mentoring; successfully motivate and empower staff in the successful performance of their tasks and responsibilities
  • Direct the execution of support activities for enterprise applications
  • Define, direct and mature Incident Management, Application Support and Software Configuration Management processes
  • Be responsible for all the successful deployment of all software developed by the Software Development team
  • Drive automation of the software development process including: unit testing, standards checking (linting), documentation generation (Doxygen, Sphinx, JavaDocs, etc.) and test coverage, as part of continuous integration
  • Create, implement, and maintain Service Level Agreements for Application Support and Incident Management. Maintain and publish metrics and KPIs related to the team’s goals
  • Manage end-user expectations in accordance with Service Level Agreements (SLAs) and corporate IT standards and policies; ensure response time commitments and resolution time objectives are met
  • Prioritize and schedule incident and problem resolution tasks. Escalate problems (when required) to the appropriately experienced technician and management
  • Perform post-resolution reviews and identify, and implement improvements to IT Service performance and user support objectives
  • Perform hands-on technical support duties as required
  • Coordinate preventative maintenance, including software patching and testing
  • Develop and implement standards and best practices
  • Develop and execute training plans for new and existing staff to maintain relevance, career development and advancement. Develop, mentor and grow a global team

REQUIRED EDUCATION AND EXPERIENCE

Associate’s Degree in Computer Science or related field required; Bachelor's Degree preferred

Minimum of two (2) years’ supervisory experience over a Software/Helpdesk Support Team of at least three employees

Minimum of five (5) years’ Software/Helpdesk experience required

Demonstrable experience in Version Control Systems such as: Git, Subversion, PVCS, Perforce, RCS, TFS; Experience with SQL and no-SQL databases such as MongoDB; Experience in continuous integration tools such as Jenkins

REQUIRED SKILLS AND ABILITIES

  • Ability to coordinate resolution to IT incidents and the ability to communicate business impact in a concise and clear manner
  • Thorough understanding of the Software Development Lifecycle
  • Scripting skills in Python (preferred), Perl, or other scripting languages.
  • Clear understanding of DevOps functions
  • Excellent verbal and written communication skills
  • Works well in a team environment, as well as independently
  • Customer-centric attitude
  • Strong troubleshooting skills
  • Ability to make sound decisions based on customer needs and product knowledge
  • Self-motivated and able to work under pressure to deliver high-quality solutions
  • Understanding of operating systems (Linux and UNIX)
  • Understanding of application server technologies (e.g. jBoss, Pyramid, etc.)