Application Support Manager

Leidos Holdings Inc.•Washington, DC

36d

About The Position

The Applications Support Manager is responsible for leading and managing a large, enterprise-scale Applications Support team that delivers Tier II support for Consular Affairs (CA) IT systems and applications. This includes oversight of web applications, client/server systems, unique imaging and archiving applications, and specialized server-based software supporting multiple mission functions. The Applications Support Manager ensures consistent service delivery, operational excellence, and effective coordination with Tier III engineering teams to resolve complex issues. This role requires strong leadership across a high-volume, multi-technology environment and deep experience managing application lifecycles in alignment with Software Development Life Cycle (SDLC) best practices.

Requirements

Applicants must possess a Secret security clearance.
Bachelor's degree in Computer Science, Information Technology, Management or a related field and 8+ years of relevant experience (or 4 additional years of experience in lieu of degree).
ITIL Intermediate Level Certification (or higher).
Minimum five (5) years of experience supporting modernized and/or legacy applications and managing a large applications support staff with responsibilities comparable to this task order.
Demonstrated experience managing application support operations across Tier I, Tier II, and Tier III escalation channels.
Strong experience supporting web-based, client/server, and service-oriented applications in production environments.
Hands-on expertise with incident, problem, and change management processes in accordance with ITIL best practices.
Proven ability to coordinate complex release cycles, including regression testing, version control, deployment validation, and post-release monitoring.
Demonstrated experience with SDLC methodologies (Agile, SAFe, Waterfall, hybrid) and operational sustainment of applications throughout their lifecycle.
Experience managing and prioritizing large ticket volumes using enterprise service management tools (e.g., ServiceNow, Remedy, Cherwell).
Proficient in coordinating across development, QA, infrastructure, cybersecurity, and O&M teams to ensure cross-functional alignment.
Demonstrated ability to mentor, coach, and develop junior and senior application support analysts.
Strong communication skills with the ability to brief executives, customers, and technical leadership.

Nice To Haves

SAFe Agile certification.
CompTIA Security+ certification.
Experience managing large teams in enterprise or government application ecosystems.
Previous experience supporting U.S. Department of State (DoS) programs, systems, or mission environments is highly preferred.
Experience with application monitoring platforms, log analysis, and performance tuning practices.
Experience guiding teams through modernization efforts, cloud transitions, or major upgrade cycles.

Responsibilities

Lead and manage a large Applications Support team providing Tier II support across a wide portfolio of enterprise CA applications, including web, client/server, imaging, archiving, and specialized application systems.
Oversee high-volume incident resolution, root-cause analysis, ticket prioritization, and escalation management in coordination with Tier III engineering teams.
Ensure application availability, performance, and reliability across domestic and global operations.
Manage full SDLC-aligned support processes, ensuring proper documentation, version control, release readiness, and change management adherence.
Direct daily operational activities, including patch deployments, release support, upgrades, maintenance windows, and sustainment tasks.
Partner with development, QA, infrastructure, and O&M teams to support new software releases, modernization efforts, and system enhancements.
Establish and enforce standardized procedures, troubleshooting guides, workflows, and knowledge base content to ensure consistent support quality.
Track performance metrics and service levels; produce customer-facing status updates, operational reports, and trend analyses.
Recruit, mentor, and lead a large, diverse staff of application support analysts, ensuring alignment to mission objectives, staffing coverage, and team development.

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