Manager, Application Support

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

📋 Description

• Oversee the daily operations of a team dedicated to supporting ASTM custom applications and enterprise business platforms.

• Supervise Service Desk resources focused on applications, ensuring effective frontline intake, triage, initial troubleshooting, service request management, and escalation procedures.

• Manage Application Support Specialists tasked with advanced troubleshooting, workflow analysis, technical investigations, documentation, and coordination with technical teams.

• Allocate and prioritize daily tasks based on business impact, urgency, service expectations, resource availability, and technical complexity.

• Provide coaching, constructive feedback, mentoring, and daily guidance to team members.

• Facilitate onboarding, training, cross-training, and skill development for assigned support personnel.

• Emphasize expectations surrounding customer service, accountability, documentation, communication, technical curiosity, and ongoing improvement.

• Supervise daily application-related incidents and service requests from initial intake to resolution.

• Ensure that tickets are appropriately categorized, prioritized, documented, routed, escalated, and closed.

• Monitor support queues, aging tickets, recurring issues, high-impact incidents, and escalation patterns.

• Guarantee timely resolution of production issues affecting ASTM staff, members, customers, and business units.

• Maintain clear escalation paths between frontline support, Application Support Specialists, Product Delivery, infrastructure teams, vendors, and business stakeholders within established support frameworks.

• Ensure that customer-impacting issues include clear summaries, business implications, reproduction steps, troubleshooting notes, and resolution updates.

• Adhere to and promote consistent service management practices for incident management, service requests, escalation, and knowledge management.

• Act as a day-to-day escalation point for complex or significant application support challenges.

• Assist with troubleshooting application errors, workflow exceptions, access challenges, data inconsistencies, integration failures, configuration issues, scheduled job issues, and production defects.

• Analyze logs, SQL queries, scripts, configuration settings, application behavior, and support documentation to identify root causes.

• Collaborate with Product Delivery, developers, infrastructure teams, and vendors when issues necessitate code-level analysis, defect remediation, environmental changes, or vendor intervention.

• Help ascertain whether issues stem from user behavior, configuration, data, application logic, infrastructure, integration, or software defects.

• Support root cause analysis for recurring incidents and escalate proposed corrective actions to the appropriate technical or product teams.

• Aid in translating technical findings into clear operational updates for support teams, business stakeholders, and Customer Service.

• Foster strong working relationships with Customer Service and business teams reliant on ASTM applications.

• Ensure application support teams comprehend the customer impact, business context, severity, and urgency of reported issues.

• Communicate clearly regarding incident status, next steps, risks, workarounds, and estimated resolution timing.

• Convert technical issues into clear, business-appropriate language for non-technical stakeholders.

• Identify recurring customer pain points and escalate opportunities for process, documentation, training, or system enhancements to the relevant teams.

• Support effective communication between customer-facing teams and technical support resources.

• Ensure support documentation is created, maintained, and utilized consistently by application support teams.

• Review and sustain knowledge base articles, troubleshooting guides, service request procedures, support runbooks, FAQs, and escalation protocols.

• Suggest improvements to ticket quality, triage consistency, routing accuracy, escalation processing, and resolution efficiency.

• Advocate for repeatable support practices that minimize reliance on individual knowledge.

• Promote self-service and frontline resolution opportunities when applicable.

• Track recurring incidents and escalate opportunities for enhancements that may lower ticket volume, improve service reliability, or enhance customer experience.

• Maintain oversight of support workload, ticket trends, recurring incidents, application health, and service performance.

• Prepare status reports for leadership on high-priority issues, support trends, operational risks, and improvement opportunities.

• Engage in team-level operational planning and prioritization discussions concerning application support and service reliability.

• Coordinate support readiness for application changes, production releases, knowledge transfers, and new support responsibilities as directed.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Engineering, or equivalent professional experience.

• Experience in application support, service desk operations, production support, software support, or a related IT support function.

• Experience in supporting custom-developed applications, web applications, enterprise business systems, or integrated software platforms.

• Prior experience as a team lead, supervisor, or emerging manager in application support, service desk, software support, IT operations, or a related technical support environment.

• Experience supporting applications developed using modern application technologies such as .NET, Java/Spring Boot, PHP, React, SQL, PostgreSQL, Oracle, or similar platforms.

• Practical knowledge of incident management, service request fulfillment, ticket triage, escalation management, and customer-impacting production support.

• Ability to assist or guide technical troubleshooting related to application workflows, logs, SQL queries, scripts, configurations, data issues, integrations, or software defects.

• Familiarity with the software development lifecycle and understanding how production support issues evolve into defects, enhancements, or development tasks.

• Experience with ticketing, issue tracking, or collaboration tools such as Jira, Jira Service Management, Zendesk, Confluence, Freshdesk, Zoho, or comparable platforms.

• Strong orientation toward customer service, along with excellent communication skills, organizational abilities, analytical thinking, and problem-solving capabilities.

🏝️ Benefits

• Undergraduate and Graduate Tuition Reimbursement

• Comprehensive medical, dental, vision, life, and disability insurance

• Paid holidays, vacation, and sick leave

• 403(b) plan with company match

• 100% company-funded defined benefits pension plan