Manager, Product Support

WHO WE'RE LOOKING FOR
The Manager, Product Support reports directly to the Director, Ops & Service Delivery. The Manager, Product Support at CapMetro leads the team responsible for the oversight and continuous improvement of IT-supported critical and essential products and applications. This role ensures the effective operation of these products, fostering a collaborative environment between business units, vendors, and IT. The Manager will drive the alignment of product strategy with organizational goals, providing high-quality product support, incident management, and customer service.
 
WHAT YOU BRING

• Bachelor’s degree in Information Technology, Computer Science, or a related field (Master’s preferred). Related experience may substitute for educational requirements on a year for year basis up to four years.
• Six (6) years of experience in IT product management or support.
• Includes four (4) years in a leadership or management position. 
• Proficiency using Microsoft Office Suite.

 
Knowledge, Skills, and Abilities:

• Experience with ITIL framework and its application in IT service management (ITIL certification preferred).
• Experience in Agile or Scrum is a plus. 
• Strong experience in managing and supporting a wide range of enterprise applications.
• Excellent leadership and team management skills, with a proven ability to motivate and develop staff.
• Strong vendor management experience, including contract negotiation and SLA management.
• Familiarity with cloud platforms and software-as-a-service (SaaS) applications.
• Solid understanding of identity and access management for critical applications. 
• Experience with public transportation or government agencies is a plus.
• Excellent organization abilities, analytical skills, and communication skills, including the ability to effectively communicate technical information to a non-technical audience.
• Be self-motivated and seek opportunities for continuous improvement.  
• Be a catalyst and a willing participant of organizational changes. 
• Ability to work in a team environment in a matrix organization, partnering well with employees, management, users, business areas, vendors, contractors and undertake duties and tasks as assigned without close supervision.
• Ability to be a positive and constructive contributor in a team-based environment.
• Knowledge of Information System Implementation Lifecycle desired.
• Ability to work After Hours for a 25/7/365 Operations Business Unit.
• Primarily office-based with occasional travel to various CapMetro locations.
• May require occasional evening or weekend work to meet deadlines or resolve issues.

 
WHAT YOU SHOULD KNOW?
 
 CapMetro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal-opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. CapMetro makes hiring decisions based solely on qualifications, merit, and organizational needs at the time.
 
SALARY COMMENSURATE WITH EXPERIENCE
 
For more information and to apply, visit: https://fa-eujk-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/requisitions/preview/573