Approximately half of the role is dedicated to guiding, coaching, and developing team members through day-to-day support, work prioritization, and knowledge sharing, while the remaining time focuses on individual project work, application configuration, optimization, testing, and support activities. Understands, tracks and focuses the team on key metrics that measure outcomes and proactively initiates and participates in: 1) Incident and Problem Management, 2) IT Service Request and Task Management, 3) Change Control Management and 4) Approved IT Project deliverables.