Application Support Manager

LLNL•Livermore, CA

1d•$129,150 - $196,476•Onsite

About The Position

We have an opening for an Application Support Manager to establish and lead a unified Tier 1 and Tier 2 application support function across the Strategic Deterrence Applications (SD Apps) Program. In this role, you will bring consistency and coverage to lower-tier support that is currently distributed across development and application support teams, reduce the support burden on our developers, engineers, and architects, and help build the ServiceNow structures, processes, and reporting needed for a dependable, scalable support model. You will coordinate workload and escalation across organizational boundaries and partner closely with the SD Apps Deputy Program Leader, Operations (DPL-O), application teams, and institutional service-management partners. This position is in the Applications, Simulations and Quality (ASQ) Division within the Computing Directorate. Business needs dictate that this position requires an on-site presence multiple days a week. Therefore, telecommuting options will be limited. This position will be filled at either level based on knowledge and related experience as assessed by the hiring team. Additional job responsibilities, outlined below, will be be assigned if hired at the higher level.

Requirements

Ability to obtain and maintain a U.S. DOE Q-level security clearance which requires U.S. citizenship.
Bachelor’s degree in science, technology, engineering, business, information systems, or related field, or equivalent combination of education and related experience.
Comprehensive experience providing or coordinating application or IT help desk support in a multi-team environment, such as intake, triage, routing, and escalation.
Broad working knowledge of IT service management (ITSM) concepts, tools, and processes such as service-desk or ITSM platforms (e.g., ServiceNow or comparable systems), assignment groups, business services, and support workflows.
Comprehensive experience coordinating work and providing day-to-day direction or guidance to others, with the ability to gain the cooperation of people across teams.
Broad experience creating support documentation, knowledge base content, or standard operating procedures, and using metrics or reporting to monitor and improve support operations.
Proficient verbal and written communication skills necessary to collaborate effectively across teams and to present and explain technical or operational information.
Ability to work with limited direction on moderately complex assignments in a highly collaborative environment.
Demonstrated ability to lead independent work and provide direction to others, including setting standards and priorities where requirements are not well defined.
Advanced knowledge of support operations and service-management practices, with experience establishing or maturing a support function, team, or escalation model.
Advanced verbal and written communication, collaboration, and facilitation skills necessary to advise management and stakeholders, negotiate support boundaries and handoffs, and align escalation expectations across organizational lines.

Nice To Haves

Hands-on experience administering or configuring an enterprise ITSM platform (ServiceNow preferred, or a comparable platform), including business services, assignment groups, workflows, and dashboards.
ITIL or comparable IT service management certification or training.
Experience supporting software development or scientific computing organizations in a national laboratory, research, or federally funded environment.
Familiarity supporting applications across unclassified and classified or on-premises and cloud environments or demonstrated ability to learn to work within such environments.

Responsibilities

Operate and coordinate a unified Tier 1 and Tier 2 application support function across the SD Apps portfolio.
Apply and standardize established support processes for intake, triage, routing, escalation, and customer communication to improve consistency and repeatability.
Coordinate day-to-day support workload, coverage, and priorities, and provide programmatic direction and informal mentoring to lower-tier support staff.
Follow and apply defined escalation paths from Tiers 1 and 2 into Tiers 3 and 4. This includes coordinating with infrastructure, platform, application teams, and/or vendor support when higher-tier response is needed.
Maintain working relationships with relevant LLNL help desk support teams to clarify support boundaries, handoffs, and escalation expectations.
Help establish and maintain the SD Apps application portfolio in ServiceNow, including business services, assignment groups, and support workflows, in partnership with the LivIT Enterprise Service Management Office (eSMO), which manages ServiceNow for LLNL.
Build and maintain dashboards and operational reporting, tracking metrics such as ticket volume, response and resolution time, backlog, escalation rate, and recurring issue patterns.
Develop and maintain support process documentation, escalation guidance, and knowledge base content to reduce reliance on informal knowledge.
Perform other duties as assigned.
Lead the design of the unified support model, setting priorities, standards, and expectations for lower-tier support delivery where the path forward is not well defined.
Direct cross-team escalation and coordination, elevating unresolved operational issues, recurring blockers, and support risks to DPL-O and program leadership when leadership action is required.
Identify capability gaps and drive process-maturity initiatives, partnering with the DPL-O to recommend staffing, development, and continuous-improvement actions that strengthen the function over time.