Manager, App Support

SanMar- External • Issaquah, WA

4h • Hybrid

About The Position

The Manager, App Support leads a growing team of highly technical Application Support Analysts. They are responsible for hiring, performance management, coaching, mentoring and engaging staff in a positive collaborative work environment. The ideal candidate will have a strong background in application support, with a deep understanding of e-commerce platforms, systems integration, troubleshooting, and service management. This role involves leadership and management of the Application Support team, including resource management, hiring, coaching/mentorship, and performance management. The manager will oversee trouble tickets, mentor team members, collaborate on strategic plans, participate in continuous improvement of the IT leadership team, track key support metrics, create/delegate documentation, consult with customers, proactively communicate to avoid escalations, and establish an environment conducive to team building and excellent customer service.

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

• Salary Range: You`ll earn between $120,000 - $185,000 annually, depending on experience.
• Bonus: You`ll be eligible for an annual discretionary bonus up to 15% of base salary.
• Paid Time Off: 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees