APPLICATION SUPPORT MANAGER

Job Summary:

The Applications Support Manager is responsible for leading a team of analysts to provide ongoing support, maintenance, and enhancement of business-critical applications. This role ensures the stability, availability, and performance of enterprise applications while also managing small-scale technology projects that drive operational efficiency and business growth.

Compensation: $105K-113K commensurate with experience

Key Responsibilities:

Role Requirements:

• Provides leadership to the Application Support Analysts, including but not limited to:
  • Supervision, management, leadership, mentorship and development of team
  • Team oversight, facilitation, and leadership in team meetings and support of the team meeting deliverables.
  • Primary point of contact for issue escalation, management, and mitigation for the team of Applications Support Analysts

• Manage daily application support activities, ensuring timely resolution of incidents, requests, and escalations. 
• Coordinate with business stakeholders to understand application requirements and enhancements. 

• Lead the team in troubleshooting, diagnosing, and resolving application-related issues, ensuring minimal business disruption. 
• Develop and implement best practices for application support, monitoring, and maintenance. 
• Ensure adherence to IT service management (ITSM) processes, including incident, problem, and change management. 
• Foster a collaborative environment between the technical team and business users, ensuring communication remains clear and efficient. 
• Collaborate with vendors and third-party service providers to manage application updates, patches, and integrations. 
• Project Management of small technology projects, including system upgrades, enhancements, and automation initiatives, overseeing full project lifecycle from planning to execution and go-live. 

• Work closely with IT infrastructure, security, and data teams to maintain application security and compliance. 

• Monitor application performance and proactively identify areas for improvement. 
• Prepare and present reports on application performance, issues, and project status to leadership.

Collaborative System Governance Participation:

• Play an active role in the organization’s system governance structures, collaborating with IT, program leads, and external partners to make informed decisions about technology policies, application updates, and system integrations.
• Advocate for the technology and support needs of staff to ensure technology solutions are aligned with user requirements and organizational objectives.

Support and Mentorship:

• Act as a consultant to help programs optimize applications for their unique operational contexts.
• Collaborate with department heads, program leadership, and IT leadership to identify and address technology application support needs.
• Offer ongoing support and coaching to staff, fostering a culture of continuous learning.

Partnerships:

• Adopt a customer service focus mindset and implement across team
• Partner with IT Directors and managers on building a cohesive team to support SCO programs and staff
• Work with Programs and Operations on SCO corporate projects and initiatives
• Partner with CIO on technology vision, 5-year plan, and decisions to provide exemplary service to SCO.

• Work with IT team, Executive Council, Admin Council, and others across the organization to resolve escalated issues and provide follow-up and documentation on key issues to ensure timely and accurate resolution

• Work with customers to identify areas for improvement
• Work with Applications and Project Management Teams and IT leadership to establish Project Management best practices, policies, and procedures.

Reporting Responsibilities:

• Work with Senior managers to develop KPI (Key Performance Indicators) reporting process. Reports will be provided weekly and monthly
• Provide weekly status reporting on application support, projects, and wide-spread incidents
  • Complete Incident forms where appropriate

Supervisory Responsibilities:

• Manage the Applications Support Analyst Team through supervisory processes and performance evaluation
• Complete performance reviews and professional development plans for Applications Support Analyst Team.
• Coordinate team meetings, one-on-one meetings, and supervision meetings.
• Ensure staffing levels are adequate for workload
• Prioritization of work to ensure work is completed in a timely manner
• Recruit, train and support Applications Support Analyst Team
• Review and work with team to create Career Development Plans for Applications Support Analyst Team
• Look for opportunities to mentor the staff and develop methods for knowledge sharing
• Manage staffing and scheduling
• Ensure Training Compliance is met for Applications Support Analyst Team

Perform other professional responsibilities and special projects as assigned by supervisor.

Applications Support Manager Competencies:

Technical Proficiency and Application

• Ability to quickly learn new software and systems and apply this knowledge to solve programmatic challenges.
• Understanding of basic IT infrastructure and how software applications integrate within it.

Cross-Functional Team Management

• Coordinating tasks among team members who report to different supervisors, ensuring alignment of goals, and maintaining high team morale.
• Proficiency in conflict resolution, fostering a culture of mutual understanding and respect, and facilitating effective decision-making processes.

Communication and Stakeholder Engagement

• Excellent verbal and written communication skills to clearly convey complex technical concepts to non-technical audiences.
• Skilled in proactive communication that seeks to anticipate needs, questions, or issues that may arise and address them upfront.
• Ability to engage with and collaborate effectively with various stakeholders, including IT professionals, program staff, and external partners.
• Skilled in acting as a liaison between technical and non-technical teams to ensure clear understanding and alignment of objectives.

Analytical and Problem-Solving Skills

• Strong analytical abilities to inform decisions and improve training programs and processes through data.
• Proficiency in identifying, diagnosing, and solving complex problems related to technology use and training.
• Capability to evaluate the effectiveness of training initiatives and implement data-driven enhancements.

Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). 
• 5 years of experience in application support or IT service management, with at least 2 years in a leadership role. 
• Strong understanding of enterprise applications, databases, and IT infrastructure. 

• Strong understanding of software deployment processes, and best practices. 
• Experience managing small-scale technology projects, including planning, execution, and stakeholder communication. 
• Familiarity with IT service management frameworks such as ITIL. 
• Experience with ticketing systems and monitoring tools 
• Excellent problem-solving, analytical, and decision-making skills. 
• Strong leadership and team management capabilities. 

• Ability to effectively communicate technical concepts to non-technical stakeholders. 

• Strong interpersonal skills and ability to build relationships with internal IT team members and business stakeholders. 
• Flexibility to adapt to changing business needs and technological advancements. 

• Familiarity with health care or health care related organizations
• Self-motivated, decisive, with the ability to adapt to change and competing demands.
• Demonstrated business savvy to work effectively with others to achieve key business and technology goals.

• This is a remote-first position and requires an elevated level of self-discipline, virtual collaboration, and communication.

Salary : $105,000 - $113,000