Manager Application Support
$81,000–$102,000 year
Remote · United States
Job Summary
Oversee day-to-day application support for ASTM's custom-developed and enterprise business applications; supervise a team of frontline Service Desk resources and advanced Application Support Specialists responsible for incident management, service request fulfillment, troubleshooting, escalation, documentation, and customer-impacting issue resolution. Coordinate cross-functional activities across Customer Service, Product Delivery, infrastructure teams, and external vendors to ensure timely, quality support. Provide coaching and direction, support onboarding and skills development, and promote consistent service management practices. Act as day-to-day escalation point for complex issues, review logs, SQL queries, and configuration settings, and collaborate with developers and vendors on defect remediation. Translate technical findings into clear operational updates for leadership and business stakeholders, and help drive process improvements, knowledge management, and runbooks. Maintain strong customer service focus, clear communication, and attention to service reliability in a remote-based work environment.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, Engineering, or equivalent work experience
- Experience in application support, service desk operations, production support, software support, or a related IT support function
- Experience supporting custom-developed applications, web applications, enterprise business systems, or integrated software platforms
- Prior team lead, supervisor, or emerging manager experience in an application support, service desk, software support, IT operations, or related technical support environment
- Experience supporting applications built with one or more modern application technologies such as .NET, Java/Spring Boot, PHP, React, SQL, PostgreSQL, Oracle, or comparable platforms
- Practical understanding of incident management, service request fulfillment, ticket triage, escalation management, and customer-impacting production support
- Ability to assist or guide technical troubleshooting involving application workflows, logs, SQL queries, scripts, configurations, data issues, integrations, or software defects
- Working knowledge of the software development lifecycle and how production support issues transition into defects, enhancements, or development work
- Experience using ticketing, issue tracking, or collaboration tools such as Jira, Jira Service Management, Zendesk, Confluence, Freshdesk, Zoho, or similar platforms
- Strong customer service orientation, communication skills, organization, analytical thinking, and problem-solving ability
- Preferred Qualifications and Competencies: Experience supporting multiple application technology stacks, platforms, or business domains; experience with SaaS administration, eCommerce platforms, identity and access management, middleware, reporting platforms, ERP systems, or customer-facing web applications; familiarity with DevOps practices and tools; familiarity with cloud-hosted and on-premises environments; ITIL certification or similar credentials are plus
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