Application Support Lead

RESPONSIBILITIES:
Kforce has a client in Tampa, FL that is seeking an experienced Application Support Lead to join our Tax innovation team and drive support for critical business applications. This role requires a strong understanding of business functions, technology support, and troubleshooting expertise to resolve complex, strategic challenges. The ideal candidate will have extensive experience in application support within a service management framework, with demonstrated leadership abilities and proficiency in supporting diverse technical environments.

Responsibilities:
* Provide end-to-end support for business-critical applications, troubleshooting issues to ensure continuity of service
* Enforce and monitor Service Level Agreements (SLAs), ensuring alignment with organizational needs and objectives
* Utilize ITIL service management principles to manage and resolve incidents, requests, and problem tickets within defined service standards
* Lead application support team in prioritizing tasks, managing multiple deadlines, and balancing conflicting priorities effectively
* Develop and maintain strong relationships with key stakeholders, including technical teams, business leaders, and end users, to drive collaborative problem-solving and proactive support
* Create and troubleshoot SQL queries, manage database interactions, and apply PowerShell scripting to enhance support capabilities
* Leverage expertise in ServiceNow for ticket management, reporting, and analysis to ensure effective incident resolution and improved service delivery
* Manage application support within Microsoft Azure (PaaS and IaaS), including virtual machines, databases, and networking components
* Apply knowledge of containerized applications and modern identity principles (OpenID, OAuth 2.0, SAML, MFA) to support secure and scalable solutions

REQUIREMENTS:
* 10+ years of experience in IT with progressive leadership responsibilities, with a focus on application support and service management
* Proficiency in SQL and PowerShell for efficient query handling and automation
* Hands-on experience with Microsoft Azure environments, including both PaaS and IaaS
* Familiarity with container architecture, including Docker and Kubernetes
* Solid understanding of identity management and security protocols such as OpenID, OAuth 2.0, SAML, and MFA
* Service Management: Extensive ITIL ticket management experience, ideally with certifications in ITIL practices.
* Platform Expertise: ServiceNow experience for managing, tracking, and reporting on support tickets
* Communication: Exceptional written and verbal communication skills, with the ability to translate technical issues for diverse audiences
* Documentation: Create, review, and update knowledge base articles, SOPs, and other support documentation to improve team and user understanding
* Strategic Vision - Aligns support functions with business strategy, anticipating future needs and planning for enhanced service delivery
* Decisive Problem-Solving - Confidently makes data-driven decisions in high-stakes scenarios to minimize downtime and optimize application performance
* Technical Mentorship - Coaches and guides team members, fostering skill development and supporting career growth within the team
* Cross-Functional Collaboration - Promotes collaboration across departments, establishing cohesive and effective support processes
* Customer-Centric Focus - Ensures end-user satisfaction by driving improvements in service delivery and responsiveness

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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