Application Support Manager

About This Role

Lead and mentor an application support team, focusing on optimizing core business applications, improving processes, and managing vendor relationships. Ensure high-quality internal customer service and prepare the team for future growth.

Responsibilities

• Manage and mentor application support staff, including hiring, coaching, and performance management
• Build onboarding materials, SOPs, and playbooks to support team consistency and scalability
• Oversee Tier 1 and Tier 2 support processes to ensure timely issue resolution
• Standardize workflows and support processes across applications
• Maintain strong relationships with software vendors, participate in renewals, evaluations, and escalations
• Serve as the point of contact between IT and business units to identify improvement opportunities
• Lead process improvement initiatives to enhance reliability and performance
• Plan for future team expansion and operational scaling
• Promote ITIL-aligned practices, security standards, and effective support metrics
• Monitor SLAs and reporting to drive accountability

Requirements

• 5+ years in application support, IT operations, or related field
• Leadership experience managing technical teams
• Familiarity with enterprise applications (ERP, CRM, ITSM, etc.)
• Experience in process standardization and continuous improvement
• Strong communication, customer service, and vendor relationship skills
• Comfortable working in a fast-paced, growing environment

Qualifications

• Bachelor’s degree in IT, Computer Science, or related discipline (or equivalent experience)
• 5+ years in application support, IT operations, or related field

Nice to Have

• Exposure to ITIL framework (certification preferred but not required)
• Supporting enterprise-level systems or multi-application environments

Skills

* Required skills

Benefits