Application Development Support Supervisor

6 months ago

Charlotte, United States City of Charlotte Full time

Introduction

Charlotte’s local government, with more than 7,000 employees and a $2.39 billion budget, works hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. The Center for Digital Government named Charlotte one of the top five digital cities in the nation. The City of Charlotte's Innovation & Technology department (I&T) provides executive-level leadership, delivers technology services to city departments and partnership agencies, and coordinates information technology initiatives across the organization to support, enhance and advance citizen service delivery.

Summary

The Application Development Support Supervisor, as part of the Enterprise Applications division, plays a critical role in ensuring the smooth functioning and efficiency of the Business Applications team. This individual oversees teams responsible for providing technical support, troubleshooting, and guidance to application developers, ensuring that projects are completed on time and in accordance with organizational standards. The Application Development Support Supervisor reports to the Business Applications Manager and collaborates closely with project managers, developers, and other I&T personnel. This position will be expected to fill in during the manager’s absence, perform budget activities, and have strategic and innovative skills that complement the Innovation and Technology (I&T) department’s vision.

Major Duties and Responsibilities

Supervise and lead a team of application development support specialists, coordinators, and systems analysts by providing guidance, mentorship, and support to ensure the team's effectiveness and productivity. Oversee the application development support team's day-to-day operations, including prioritizing tasks, assigning workloads, and monitoring progress to ensure timely delivery of support services. Serve as a technical escalation point for complex issues encountered by the team, providing guidance and assistance in troubleshooting and resolving problems. Collaborate with departments, project managers, team members, and developers to understand project requirements, timelines, and priorities, ensuring that the support team is aligned with project goals. Develop and implement support processes, procedures, and best practices to streamline workflows and enhance team efficiency. Monitor and analyze support metrics and performance indicators to identify areas for improvement and implement strategies to enhance the quality and effectiveness of support services. Provide regular performance feedback and conduct annual performance evaluations for team members, identifying strengths, weaknesses, and areas for development. Stay abreast of emerging technologies, industry trends, and best practices in application development and support, and incorporate relevant knowledge into the team's practices and procedures. Collaborate with cross-functional teams, including quality assurance, infrastructure, and operations teams, to ensure seamless integration and support of applications throughout the development lifecycle. Foster a positive and collaborative team environment, promoting communication, knowledge sharing, and continuous learning among team members. Possess strong customer service skills.

Knowledge, Skills & Abilities

Proven experience in application development and support, with at least three years of experience in a supervisory or leadership role. Strong technical proficiency in application development technologies, frameworks, and languages, with the ability to understand and troubleshoot complex technical issues. Excellent leadership, communication, and interpersonal skills, with the ability to effectively lead and motivate a team. Solid understanding of software development methodologies, processes, and best practices. Demonstrated ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment. Strong analytical and problem-solving skills, with the ability to quickly assess situations, identify root causes, and implement effective solutions. Experience with IT service management tools and processes, such as incident management, problem management, and change management. Certification in relevant technologies or frameworks (e.g., ITIL, Agile, Scrum) is a plus. Ability to adapt to changing priorities and requirements and work effectively in a dynamic and evolving organization. Commercial-off-the-shelf (COTS) experience with business applications and technologies such as Cityworks, GIS, Faster fleet management, and AVL. 

Minimum Qualifications

High School Graduate or Equivalent and eleven (11) years of related work experience OR 2 Year College Degree and nine (9) years of related work experience OR Bachelor's Level Degree and seven (7) years of related work experience OR Master's Level Degree and five (5) years of related work experience; or an equivalent combination of education and relevant experience that provides the necessary knowledge, skills, and abilities to successfully perform the essential job duties.

Conditions of Employment

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check. Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports. Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

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