Support Lead - IT Operations

Role Overview: You will be serving as the first point of contact for Epicor users, focusing on providing support, user assistance, and basic configuration while escalating system, data, and architecture issues. Your responsibilities will revolve around Epicor ERP functional knowledge, incident and request management, basic troubleshooting, user access provisioning, and understanding month-end and quarter-end processes to support users and escalate issues. It is important to note that this role does not involve sys admin, upgrades, or database work, and all platform and data issues should be escalated. Key Responsibilities: - Provide support, user assistance, and basic configuration for Epicor users - Escalate system, data, and architecture issues as necessary Qualification Required: - Minimum 3-6 years of Epicor experience with a focus on Epicor ERP Support - Background in manufacturing ERP user-facing support is preferred Other Requirements: - Service Desk & Process Skills - Ticket intake, triage, prioritization, and routing - Escalation management and vendor coordination - Knowledge of SLAs, urgency vs. impact assessment - Documentation and knowledge base usage - Communication & Collaboration - Clear, professional customer communication - Status updates and expectation management - Ability to work with internal teams and external vendors - Strong written and verbal communication skills - Soft Skills - Customer service mindset - Reliability and accountability - Adaptability in fast-paced, business-critical cycles - Professional judgment and escalation awareness Role Overview: You will be serving as the first point of contact for Epicor users, focusing on providing support, user assistance, and basic configuration while escalating system, data, and architecture issues. Your responsibilities will revolve around Epicor ERP functional knowledge, incident and request management, basic troubleshooting, user access provisioning, and understanding month-end and quarter-end processes to support users and escalate issues. It is important to note that this role does not involve sys admin, upgrades, or database work, and all platform and data issues should be escalated. Key Responsibilities: - Provide support, user assistance, and basic configuration for Epicor users - Escalate system, data, and architecture issues as necessary Qualification Required: - Minimum 3-6 years of Epicor experience with a focus on Epicor ERP Support - Background in manufacturing ERP user-facing support is preferred Other Requirements: - Service Desk & Process Skills - Ticket intake, triage, prioritization, and routing - Escalation management and vendor coordination - Knowledge of SLAs, urgency vs. impact assessment - Documentation and knowledge base usage - Communication & Collaboration - Clear, professional customer communication - Status updates and expectation management - Ability to work with internal teams and external vendors - Strong written and verbal communication skills - Soft Skills - Customer service mindset - Reliability and accountability - Adaptability in fast-paced, business-critical cycles - Professional judgment and escalation awareness