Application Support Manager

* Description
* The Application Support Manager will lead a growing team of BSAs responsible for enterprise applications such as Salesforce, Service Now, ERP systems, finance and risk management software. This role includes managing vendor relationships, driving continuous improvement, standardizing processes, and ensuring high-quality internal customer service. The manager will oversee hiring, performance reviews, and team development while collaborating with business stakeholders to optimize application usage and support organizational growth.
This role ensures operational excellence, drives continuous improvement, and fosters strong relationships with internal business stakeholders and external vendors.
The manager will oversee incident resolution, process standardization, vendor management, and team development, while aligning application support strategies with organizational growth. This position is pivotal in scaling operations to meet future demands and implementing best practices for application lifecycle management.

KEY RESPONSIBILITIES
Team Leadership & Development

* Manage and mentor BSAs and SMEs, including hiring, performance reviews, and career development.

* Create SOPs, playbooks, and onboarding standards for application support roles.
Operational Excellence

* Oversee Tier 1 and Tier 2 support escalation processes; ensure timely resolution of issues.

* Standardize processes across applications for scalability and clarity.
Vendor & Stakeholder Management

* Maintain strong vendor relationships; participate in contract negotiations and recurring satisfaction reviews.

* Act as liaison between IT and business units; identify and implement process improvements.
Strategic Initiatives

* Drive continuous improvement projects and optimize application performance.

* Prepare for future team growth by structuring for supervisors under the manager.
Compliance & Best Practices

* Ensure adherence to security standards and ITIL framework principles.

* Monitor SLAs and report on support metrics.

* Skills
* application support, troubleshooting, help desk support, management skills, vendor management, customer service, hiring, sop, standard operating procedure, continuous improvement, enterprise it, itil, support, technical support, project management, negotiation and communication skills, viewpoint, acumatica, cloud migrations

* Top Skills Details
* application support,troubleshooting,help desk support,management skills,vendor management,customer service,hiring,sop,standard operating procedure,continuous improvement,enterprise it,itil,support,technical support,project management,negotiation and comm

* Additional

Skills & Qualifications
* Education:

Bachelor's degree in Computer Science, Information Technology, or related field.

Experience:

* 5+ years in application support or IT operations, with at least 5 years in a leadership role.

* Exposure to ITIL framework (certification not required but preferred).

* Experience with ERP, CRM, and ITSM systems (e.g., Salesforce, Service Now, Viewpoint, Acumatica).
Preferred:
Experience in managing support teams within enterprise environments.
SKILLS & COMPETENCIES

* Leadership:
Proven ability to manage technical teams and foster a culture of collaboration.

* Technical Knowledge:
Familiarity with enterprise applications (ERP, CRM, ITSM platforms) and application lifecycle management.

* Process Optimization:
Experience in standardizing workflows and implementing continuous improvement initiatives.

* Vendor Management:
Skilled in managing third-party relationships and negotiating contracts.

* Communication:
Strong interpersonal skills for engaging stakeholders and resolving escalations.

* Adaptability:
Comfortable operating in a fast-growing, dynamic environment with shifting priorities.

* Customer Service Mindset:
Commitment to "unreasonable hospitality" for internal customers.

* Job Type & Location
* This is a Contract to Hire position based out of Menasha, WI.

* Pay and Benefits
* The pay range for this position is $60.00 - $65.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

* Medical, dental & vision

* Critical Illness, Accident, and Hospital

* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available

* Life Insurance (Voluntary Life & AD&D for the employee and dependents)

* Short and long-term disability

* Health Spending Account (HSA)

* Transportation benefits

* Employee Assistance Program

* Time Off/Leave (PTO, Vacation or Sick Leave)

* Workplace Type
* This is a hybrid position in Menasha,WI.

* Final date to receive applications
* This position is anticipated to close on Feb 25, 2026.
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