Manager of Application Support

We are seeking a Manager Of Application Support to join our team!

Our company is an established boutique software company with business operations and accounting applications for various industries. We are searching for a passionate leader who will succeed by effectively managing a small team of support staff with a goal of improving this area of our organization with respect to client satisfaction as well as team member development and work satisfaction.

This position reports directly to the President and will be a key player in guiding and overseeing internal operations. This is definitely a “hands-on” role, leading by example and exploring continuous process improvement to ensure a best-in-class service experience. The successful candidate will be a manager, mentor, knowledge resource and escalation point for team members. Candidate must have the highest level of integrity and work ethic with a strong internal desire to excel and progress.

Responsibilities:

• Direct and supervise daily activities of the Support Services group while cultivating a “let’s-do-this”, fun and caring culture.
• Ensure high quality, timely responses to support incidents and skillfully handle escalations within the support team when necessary
• Set team and individual targets for customer satisfaction, service level, resolution time, new client deployment timelines and upgrade rollouts
• Improve standardization of product support knowledge across all team members
• Oversee vetting and documenting of software bugs and interaction with Programming to resolve
• Develop, maintain and improve client care procedures, always with the goal of assuring the highest client satisfaction levels
• Provide targeted coaching and training to Support team members in order to inspire, cultivating their strengths and overcoming their weaknesses
• Manage workload and schedules for the Support Services team
• Manage multiple project timelines, ensuring that benchmarks and target dates are met

​ Qualifications:

• Bachelor’s degree in a related field of study (will consider extensive relevant experience in lieu of degree)
• Knowledge of business software and databases
• 4+ years in a team leader role
• Expert technical troubleshooting skills
• Experience and interest designing processes, procedures and communication strategies
• Expert troubleshooting skills
• Experience managing and/or mentoring others
• Excellent written and verbal communication skills

Job Requirements:

We are seeking a Manager Of Application Support to join our team!

Our company is an established boutique software company with business operations and accounting applications for various industries. We are searching for a passionate leader who will succeed by effectively managing a small team of support staff with a goal of improving this area of our organization with respect to client satisfaction as well as team member development and work satisfaction.

This position reports directly to the President and will be a key player in guiding and overseeing internal operations. This is definitely a “hands-on” role, leading by example and exploring continuous process improvement to ensure a best-in-class service experience. The successful candidate will be a manager, mentor, knowledge resource and escalation point for team members. Candidate must have the highest level of integrity and work ethic with a strong internal desire to excel and progress.

Responsibilities:

• Direct and supervise daily activities of the Support Services group while cultivating a “let’s-do-this”, fun and caring culture.
• Ensure high quality, timely responses to support incidents and skillfully handle escalations within the support team when necessary
• Set team and individual targets for customer satisfaction, service level, resolution time, new client deployment timelines and upgrade rollouts
• Improve standardization of product support knowledge across all team members
• Oversee vetting and documenting of software bugs and interaction with Programming to resolve
• Develop, maintain and improve client care procedures, always with the goal of assuring the highest client satisfaction levels
• Provide targeted coaching and training to Support team members in order to inspire, cultivating their strengths and overcoming their weaknesses
• Manage workload and schedules for the Support Services team
• Manage multiple project timelines, ensuring that benchmarks and target dates are met

​Qualifications:

• Bachelor’s degree in a related field of study (will consider extensive relevant experience in lieu of degree)
• Knowledge of business software and databases
• 4+ years in a team leader role
• Expert technical troubleshooting skills
• Experience and interest designing processes, procedures and communication strategies
• Expert troubleshooting skills
• Experience managing and/or mentoring others
• Excellent written and verbal communication skills