Applications Support Manager

Classification

Salary

Reports to

Chief Technology Officer

Summary/Objective

The Applications Support Manager leads a team responsible for ensuring the security, performance, and availability of proprietary and custom applications, providing support to both internal and external users. This role drives system optimization, issue resolution, and continuous improvement.

Key responsibilities include managing application support operations, overseeing the configuration and optimization of core IT systems, and ensuring the reliable deployment and maintenance of mission-critical applications and cloud services. The manager is also responsible for maintaining rigorous testing, documentation, and IT-change management processes to ensure stability and compliance. Systems support activities will include production application engineering support as products are handed off from the innovation team. This role will oversee a technically proficient team responsible for resolving complex product issues, supporting integrations and data workflows, and influencing product decisions through customer insights.

The Applications Support Manager collaborates closely with IT leadership and cross-functional teams to plan, schedule, test, and deploy system updates and software releases. This role leads the administration and optimization of cloud environments, including Azure, while driving large IT initiatives and fostering a culture of operational excellence, innovation, and staff development. Additionally, the manager is responsible for ensuring team performance and professional growth align with organizational goals.

Direct Reports

Applications Support Analysts

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Monitor and optimize the performance, security, and availability of enterprise applications, ensuring timely issue resolution and ongoing improvements.
• Troubleshoot data flow issues through the application and provide engineering support to correct data issues as well as application issues.
• Lead technical support in cloud environments, including Azure, GCP, and AWS to ensure the deployment and performance of critical applications.
• Collaborate with cross-functional teams to plan, schedule, and deploy system updates, software releases, and infrastructure changes.
• Develop and execute plans for team performance management and professional growth, providing mentorship, training, and alignment with organizational goals.
• Ensure that system incidents, problems, and errors are reported, analyzed, and resolved quickly, minimizing business impact and ensuring thorough follow-up and continuous learning.
• Develop and maintain comprehensive documentation for system configurations, procedures, and troubleshooting steps.
• Build scalable and repeatable processes for diagnosing complex issues related to APIs, analytics, and product performance.
• Serve as an advocate for customers regarding technical conversations and help engineering teams understand the support impacts of product decisions.
• Track and report on application support metrics and KPIs, identifying areas for improvement and developing strategies to enhance operational performance.
• Lead and oversee the configuration, deployment, and maintenance of mission-critical applications.
• Drive large-scale IT initiatives related to infrastructure, system upgrades, and new application implementations.
• Assist with Contact Center needs and other duties as assigned.

Competencies

• Collaboration and teambuilding
• Developing others
• Emotional intelligence
• Effective use of technology/instruments/tools/information systems
• Problem Solving/Analysis skills
• IT Cloud Operations
• Communication skills
• Evidence-based decision making
• Vision/Planning
• Project management
• Change management
• Production application engineering support
• SQL Server and Postgres proficiency
• Azure, Google Cloud Platform (GCP), and Amazon Web Services (AWS)

Work Environment

This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers and communications equipment.

Required Education and Experience

• Bachelor’s degree in Computer Science, Business Administration, Project Management or combination of equivalent experience and education preferred
• 4-7 years’ industry experience preferred
• 4-7 years’ experience supporting production applications and managing trouble tickets
• 4-7 years’ experience coordinating development efforts with various stakeholders, including business analysts, project managers, development, customers, engineers, and vendors
• 3-5 years’ experience administering or managing IT infrastructure
• 2-3 years’ experience administering or working with Microsoft SQL server and Postgres
• 4-7 years’ management experience
• 2-4 years’ business/functional analysis experience
• Experience in Disaster Recovery (DR) & DR infrastructure operations
• Experience in release management and deployment automation
• Experience in IT cloud operations
• Ability to speak, read, and write in English fluently

Physical Demands/ADA Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; and individuals may need to sit or stand for long periods of time. Individuals must be able to type, operate telephones, computer equipment, and audio headphones. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities; duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.