Manager, Application IT Support

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

📋 Description

• Guide Level 1-3 Service Desk analysts and engineers, ensuring their performance aligns with both team and individual career objectives.

• Supervise daily support operations, handle escalations, and maintain SLAs for client support services.

• Enhance service management, streamline processes, increase automation, and improve first-call resolution rates.

• Collaborate with Engineering, Incident, Problem, and Change Management teams to address complex production challenges.

• Manage reporting, documentation, and client communications utilizing ServiceNow.

• Offer hands-on technical guidance across various tools and systems, including Splunk, Datadog, MuleSoft, and SQL.

⛳️ Requirements

• Minimum of 5 years of experience in IT support or End-User Computing roles.

• At least 2 years of leadership experience in managing a technical support team.

• Familiarity with ITIL principles and ITSM frameworks.

• Proficient in using enterprise case management applications such as ServiceNow and Salesforce, along with analytics tools like Tableau.

• Proven track record of leading teams in a dynamic, customer-focused environment.

• Experience working with KPIs, SLAs, CSAT, and operational metrics.

• Background in implementing automation or self-service technologies.

• Proficient in Linux, PHP, HTML, JavaScript, CSS, XML, MySQL, and Shell scripting.

• Knowledgeable in Splunk, Datadog, MuleSoft, and Salesforce.

• Understanding of AI usage and applications.

🏝️ Benefits

• Attractive compensation package complemented by a bonus plan.

• Comprehensive core benefits, including medical, dental, vision, and a matching 401K.

• Flexible work arrangements, offering options to work remotely, in a hybrid model, or in-office.

• Generous time off policies, including volunteer time off, vacation days, sick leave, and 12 paid holidays.