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Application Support MGR Level 1


  • *Lead the Level 1 Customer Support organization. This includes building, training and managing the Level 1 team.
  • *Capture all customer (internal / external) submitted issues in the JIRA Service Desk case management system
  • *Ensure that the Level 1 team provides the required support to address the customer issue(s)
  • *For all non-level 1 issues – ensure that the application support team escalates the issue to the appropriate technical or operational team member(s) and documents in the JIRA system
  • *Provide regular reporting on the status of submitted issues to the appropriate internal or external customer (submitter)
  • *Document process performance and utilize the metrics to manage team performance and to identify application related trends or systemic issues
  • *Coordinate with customers as required to research application related issues. 
    *Take the lead as required with various personnel from other departments to satisfy customer special requirements
  • *Develop and manage the knowledge base utilized by application support team members 
  • *Provide comprehensive training programs and webinars, using all available technology, in order to increase the customer knowledge and utilization of CAMP applications 


  • *Bachelor’s degree, or an equivalent combination of education and experience. 
  • *At least 5-7 years’ experience in a customer support role, preferably supporting internet based applications and/or within an aviation maintenance organization. 

·         3-5 years of supervisory experience leading technical support personnel.

Last modified onWednesday, 04 October 2017 15:55
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