Applications Support Manager – Full-time – Potsdam, NY or Fort Collins, CO or Work from Home in the US
$85,000–$140,000 year
RemoteUnited States or Potsdam, New York, United States
Job Summary
Manage a team of production technical support specialists and oversee the processing schedule for all jobs while ensuring SaaS system uptime. Create and maintain production and QA workflows, including onboarding new applications and updates for digital returns and Document Accessibility Services. Troubleshoot workflow and application processing issues, manage outages, and coordinate with IT, QA, and development teams to implement fixes without negative impact. Define KPIs, establish executive dashboards, and drive continuous improvement initiatives based on data and performance insights.
Required Qualifications
- Demonstrated experience building and scaling governance frameworks and operational standards.
- Strong analytical capabilities with experience defining and tracking KPIs.
- Executive-level communication and stakeholder management skills.
- 10+ years of progressive leadership experience in a role such as Information Systems Manager, Technical Support Manager, Enterprise Applications Service Manager or Computer Operations Manager.
Desired Qualifications
- Experience in enterprise software implementation and production environments.
- Experience in SaaS, enterprise software, or digital transformation services.
- Experience in enterprise transactional document delivery and Customer Communications Management (CCM) environments
- Background in inclusive design, human-centered design, or user research
- Bachelor's degree or experience in related field
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