Application Support Manager

TEKsystems•Menasha, WI

8h•$60 - $65•Hybrid

About The Position

The Application Support Manager will lead a growing team of BSAs responsible for enterprise applications such as Salesforce, ServiceNow, 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.

Requirements

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, ServiceNow, Viewpoint, Acumatica).
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

Nice To Haves

Experience in managing support teams within enterprise environments.

Responsibilities

Manage and mentor BSAs and SMEs, including hiring, performance reviews, and career development.
Create SOPs, playbooks, and onboarding standards for application support roles.
Oversee Tier 1 and Tier 2 support escalation processes; ensure timely resolution of issues.
Standardize processes across applications for scalability and clarity.
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.
Drive continuous improvement projects and optimize application performance.
Prepare for future team growth by structuring for supervisors under the manager.
Ensure adherence to security standards and ITIL framework principles.
Monitor SLAs and report on support metrics.