Applications Support Manager

University of South Carolina•Columbia, SC

76d•Onsite

About The Position

We're looking for an experienced Application Support Manager to lead our IT operations and ensure the reliability of critical university systems. In this role, you'll oversee daily application support functions - including batch processing, incident management, and ServiceNow queue operations - to keep our services running smoothly and efficiently. You'll guide a team of talented support analysts, collaborating closely with technical teams and end users to maintain business continuity and deliver exceptional customer support. If you thrive in a dynamic environment and love solving complex technical challenges, this is a great opportunity to make a real impact across our university community.

Requirements

Bachelor's degree in a related field and 5+ years of relevant experience (an equivalent mix of education, training, and certifications will also be considered).
Proven ability to lead and motivate technical teams, set priorities, and manage workloads effectively.
Strong knowledge of batch processing, job scheduling, and automation tools.
Hands-on experience with ITSM platforms, ideally ServiceNow.
Familiarity with ITIL processes and best practices.
Excellent analytical, communication, and problem-solving skills.
Requires a bachelor's degree in a job related field and 5 or more years of job related experience, which may be substituted by an equivalent combination of job related certification, training, education, and/or experience.
Ability to lead and motivate a team of technical analysts, setting priorities and managing workloads effectively.
Strong understanding of job scheduling, batch processing, application administration and automation tools.
Ability to monitor, troubleshoot, and optimize application performance and integrations.
Familiarity with ITIL service management processes (incident, problem, change, and release management). ServiceNow experience preferred.
Ability to communicate with team members, customers and leadership for daily activities.
Ability to maintain documentation on processes and procedures.

Nice To Haves

Bachelor's degree and/or 8+ years of experience in operations or application support management.
Experience in higher education or large enterprise environments.
Bachelor's degree and/or 8+ years of experience in operations management or equivalent .

Responsibilities

Lead and develop a team of Application Support Analysts, fostering a culture of accountability and continuous improvement.
Manage daily IT operations, including batch scheduling, monitoring, and incident resolution.
Oversee ServiceNow queues to ensure timely response and resolution of service requests.
Collaborate with infrastructure, development, and business teams to maintain application reliability and performance.
Ensure IT service management (ITSM) best practices are followed for incident, problem, and change management.
Maintain clear documentation of procedures, processes, and system operations.
Supervise a team of Application Analyst by applying appropriate management principles according to the university policy and procedures. Completing EPMS, timely and accurately and monitoring employee progress towards goal attainment. Communicate expectations and provide feedback to assist employees with performance improvement, professional development and skills/competency development.
Coordinate, maintain, and support batch processing tools that operate 24/7/365 to ensure timely execution of critical business processes. Monitor daily batch operations to verify adherence to schedules, system loads, and availability, proactively identifying and resolving processing issues as they arise. Communicate and document any failed or delayed processes, escalating appropriately and keeping stakeholders informed of status and resolution. Work closely with technical teams to investigate root causes, optimize batch schedules for performance and efficiency, and ensure accurate records are maintained to support operational continuity and compliance requirements.
Monitor and manage the team's ServiceNow queue to ensure timely response and resolution of incidents, service requests, and tasks. Provide direction and input on ticket prioritization, gather additional details or clarification when required, and ensure tickets are accurately categorized and assigned. Collaborate with team members to address high-priority or complex issues, maintain clear communication with stakeholders, and track progress to meet service level targets. Continuously review queue activity to identify trends, improve efficiency, and enhance the overall quality of support provided.
Manage and resolve tickets related to supported applications, providing Tier 2-level troubleshooting and resolution for functional and technical issues. Escalate complex or system-level issues to Tier 3 support. Maintain ownership of assigned tickets through completion, ensuring accurate updates, communication, and closure in alignment with service level expectations.
Develop and maintain documentation, architecture diagrams, and standard operating processes and procedures. Contribute to knowledge base documentation and continuous improvement of application support processes.
Facilitate clear and effective written and verbal communication among leadership, internal teams, and vendors to ensure transparency, alignment, and collaboration across all stakeholders.