Application Support Manager

We are seeking a proactive and detail-oriented Application Support Manager to lead our application support team in delivering exceptional service and ensuring that all customer issues are resolved efficiently.

The ideal candidate will have a strong technical background, excellent leadership skills, and the ability to manage both the operational and HR aspects of the support team.

This role requires a keen focus on monitoring performance metrics, managing support coverage, and ensuring that service level agreements (SLAs) are met while fostering a positive team environment.
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We are seeking an experienced Application Support Manager to join our dynamic IT team.

This role is essential for ensuring the smooth operation of our applications and providing top-notch support to our global customer base.

The ideal candidate will have a strong background in managing support teams, handling ticket management systems, triaging and assigning tickets, and ensuring SLA compliance.
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Key Responsibilities:
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Global Customer Support:
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* Oversee and manage the support of multiple global customers, ensuring their needs are met with high efficiency and quality.

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Ticket Management:
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* Maintain and operate ticket management systems, ensuring tickets are accurately logged, categorized, and prioritized.

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Triage and Assignment:
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* As the leader of the triage process, the Application Support Manager will play a pivotal role in ensuring efficient and effective handling of support tickets.

This involves meticulously evaluating and categorizing incoming tickets based on urgency and complexity, then assigning them to the appropriate teams or individuals best equipped to resolve them.

The manager will continuously monitor the progress of each ticket, ensuring that it moves swiftly through the resolution pipeline and adhering to established SLAs.

By maintaining oversight and providing clear direction, the manager ensures that issues are addressed promptly and accurately, minimizing downtime and maximizing customer satisfaction.

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Customer Communication:
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Serve as the primary point of contact for customer escalations and ensure clear, consistent communication throughout the resolution process.
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* Team Management & HR Responsibilities: Lead, mentor, and manage a global team of application support specialists.

Oversee all HR aspects for the team, including hiring, training, performance reviews, promotions, and raises.

Ensure the team is motivated and well-equipped to meet both individual and organizational goals.


* Case Queue Monitoring & SLA Compliance: Constantly monitor the case queue to ensure compliance with service level agreements (SLAs), focusing on key performance metrics such as first response times, time to resolution, and customer satisfaction.

Take corrective action when necessary to meet targets.


* License Issue Tracking & Supervision: Supervise and track license-related issues, ensuring that all licenses a...