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.