Manager, App Support

SanMar-Internal•Issaquah, WA

4h•Hybrid

About The Position

The Manager, App Support leads a growing team of highly technical Application Support Analysts. This role is responsible for hiring, performance management, coaching, mentoring, and engaging staff in a positive, collaborative work environment. The ideal candidate will possess a strong background in application support, with a deep understanding of e-commerce platforms, systems integration, troubleshooting, and service management.

Requirements

Bachelor's Degree in computer science, IT Management, or related field, or equivalent experience
7-9 years of relevant industry experience
4-6 years of hands on experience in a senior or lead capacity managing Application Support teams
Familiarity with and understanding key technologies, platforms, and enterprise level applications
Must be strong communicator, both written and verbal
High level of customer service experience
Familiarity and experience working with Incident management platforms
Demonstrated ability to manage multiple, parallel work efforts; effectively manage competing priorities and mitigate obstacles, maintaining a strong quality focus on each
Solution driven with the creativity to implement technology related solutions
Working knowledge of software development life cycle methods and standards
Ability to work cooperatively with all levels of individuals across the company
Ability to self-manage in times of stress, and independently make timely decisions in alignment with business goals
Ability to professionally drive change and process improvement in a loosely structured environment
Flexible with schedule, able to provide off-hours support, either remotely or onsite, as needed

Responsibilities

Leadership and management of the Application Support team including resource management, hiring, coaching/mentorship, and performance management.
Manage and oversee trouble tickets, i.e. ticket assignment, ticket prioritization, problem escalation and problem resolution.
Mentor and motivate team members to develop their skillsets, grow in their roles, and clear obstacles to success.
Collaborate with Senior leadership to develop a long-term strategic plan for the Application Support team.
Be an active participant in the continuous improvement of our overall IT leadership team through development of clear strategies and sharing/adoption of best practices within Application Support team as well as across teams.
Create/track/report key support metrics within the Application Support team as well as with Senior leadership.
Create and/or delegate documentation for How-To guides for known issues and new features that will assist Application Support Analysts troubleshoot/fix issues as well as cross training Analysts across multiple platforms.
Consult with customers and stakeholders to understand detailed support requirements, and ensure expectations are clear and objectives are successfully met.
Proactively communicate with customers to avoid escalations; when escalations do occur, work with customers to deescalate the situation and follow through on commits made in the escalation call.
Establish and maintain an environment conducive to team building, cross department communications and excellent customer service.
Perform other duties as assigned.
Comply with all policies and standards.

Benefits

You`ll earn between $120,000 - $185,000 annually, depending on experience.
You`ll be eligible for an annual discretionary bonus up to 15% of base salary.
You`ll accrue paid time off on a bi-weekly basis based on hours worked up to 152 hours per year to start.
Employees also receive 8 paid holidays and 1 paid family day off.
Comprehensive medical, dental, and vision benefits
401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle
Life insurance
Short/long-term disability coverage
Paid maternity/paternity leave
Pet insurance