Manager, App Support

SanMar- External • Issaquah, WA

17h • Hybrid

About The Position

At SanMar, the work you do makes a difference. 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. Our people are at the heart of everything we do. They bring their talent, passion and dedication to work with them every day. Their hard work inspires us and gives us purpose. We love working here together. Whether you work in our headquarters, from your home or in one of our distribution centers across North America, we believe that investing in you is just the right thing to do. Our comprehensive benefits package is designed to support your health and well-being, life balance, career growth and (eventually) retirement. SanMar works with brands you already know, like Nike, The North Face and Brooks Brothers, as well as providing industry-leading private label apparel and accessories. Our people come to work excited to do their part, providing clothing that helps people feel that they’re a part of something special. Here’s your chance to be a part of this story. If you’re ready to work in a place where your participation matters and your growth is a priority, we’re ready for you. SanMar is an Equal Opportunity Employer Whoever you are, wherever you’re from, whoever you love or follow in faith, whatever your disability or superpower status, whichever ethnicity or gender you identify with, you are welcome at SanMar. SanMar participates in E-Verify.

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

• 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
• Paid time off on a bi-weekly basis based on hours worked up to 152 hours per year to start.
• 8 paid holidays
• 1 paid family day off.

What This Job Offers

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