Application Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Implement thorough communication strategies for support operations.

• Collaborate with development, compliance, customer success, and executive teams.

• Recruit and cultivate technical support talent.

• Conduct staff evaluations, development planning, performance management, and career advancement initiatives.

• Provide mentorship in technical troubleshooting, customer service, and platform knowledge.

• Establish time estimates and assign support cases and projects.

• Ensure team accountability for work output, quality, customer satisfaction, efficiency, and morale.

• Oversee job monitoring and system health assessments for payroll tax platforms.

• Manage incident triage, prioritization, escalation, resolution, and customer communications.

• Coordinate the analysis and investigation of platform irregularities and customer-reported issues.

• Direct customer ticket support operations from assignment to resolution.

• Integrate AI tools and automation to enhance support efficiency and incident management.

• Maintain standards for support, incident management, and customer interactions.

• Report team achievements and improvements in customer satisfaction to senior leadership.

• Drive innovation and process enhancements to decrease resolution times and boost platform reliability.

• Supervise Technical Support Specialists, including hiring decisions, goal-setting, performance management, and professional growth.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related technical discipline.

• Over 8 years of technical support experience concentrated on enterprise applications, ideally within payroll, tax, or financial services sectors.

• More than 5 years of application support experience involving job monitoring, incident triage, troubleshooting, and customer ticket resolution.

• At least 3 years of management or team leadership experience with a focus on staff development, performance management, and support operations.

• Strong knowledge of database systems, particularly Microsoft SQL Server, including query optimization and performance troubleshooting.

• Familiarity with monitoring tools, log analysis platforms, and automated alerting systems.

• Established track record in hiring and nurturing support talent.

• Basic understanding of payroll tax principles and compliance obligations.

• ITIL certification or equivalent service management qualifications.

• Experience with payroll or tax software platforms, batch processing, regulatory reporting, and compliance validation.

• Advanced proficiency with application performance monitoring tools such as New Relic or AppDynamics.

• Scripting and automation skills in PowerShell, Python, or similar languages.

• Experience utilizing AI tools for support enhancement.

• Familiarity with cloud platforms such as AWS, Azure, or comparable environments.

• Background in customer service management, including SLA management and satisfaction assessment.

• Leadership development training or certification.

• Experience with ticketing systems and knowledge management platforms.

• Budget management experience.

🏝️ Benefits

• Values-driven culture.

• Opportunities for advancement.

• Professional development opportunities.

• Chances to learn and exchange ideas.

• Promotion of innovative thinking, new perspectives, and creative collaboration.

• Acknowledgment and rewards for hard work.