Supervisor Technical Application Support

Identifies training needs. Organizes, schedules and executes recurrent and additional training based on those needs.
Responsible for employee management and development, promoting it based on employee’s current knowledge and experience.
Monitors individual and group performance, providing coaching and counseling.
Gives positive and corrective feedback in a sensitive yet candid manner
Resolves Human Resources related issues.
Responsible for interviewing and hiring people.
Ensures the correct handling of severity service requests and issues.
Acts as escalation point under emergency situations.
Creates strategies and plans based on ability to anticipate trends or future consequences accurately.
Ensures KPIs are met and responsible for adherence to budget and forecasts.
Establishes procedures for proper issue handling and leads various service initiatives (backlog reduction, resolution speed improvement, quality work).
Performs call/email monitoring for service enhancement and quality control.
Capable of leading calls with customers or others vendors as well as providing presentations to internal and external parties around support structure or particular escalations.
Works together with the Account Teams in ensuring customer high priority items are given the appropriate level of attention.
Works with customers and colleagues to improve solutions and meet or exceed customer expectations.
Participates in SLT, Solutions and Management calls to promote good communication among the teams as well as increase customer adoption and raise visibility on customer high visibility issues.
Responsible for ensuring workload is properly distributed among team members based on their skills and experience.

Minimum 5 years of related experience with prior supervisory experience preferred.
Excellent written and verbal communication skills.
Ability to handle multiple projects simultaneously.
Ability to lead team and to delegate to subordinates.
High levels of leadership skills
Travel domain knowledge and awareness of SabreSonic products is a plus