Job Information
UNIVERSITY OF TEXAS AT AUSTIN Enterprise Application Support Manager in Austin, Texas
Lead, manage, and provide support to campus users of the universitys enterprise applications alongside the Tier 2 Enterprise Application Support Team. Oversee the operation of incoming support requests from customers via ServiceNow and email, ensuring timely and accurate resolutions.Provide quality assurance on customer tickets, review ServiceNow SLA metrics, analyze root causes, and implement process improvements.Administer personnel issues, coach and mentor staff, facilitate professional development, develop performance measures to enhance quality support, enabling them to set goals and work toward those goals.Collaborate with other Enterprise Technology divisions and the broader university community to establish and support good working relationships.Other duties or related functions as assigned.