Manager, App Support

What's the Short Version?

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.

 

What Will You Be Doing?

• 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.

 

What Are We Looking For?

• 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

 

What's Our Offer?

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.

 

Additional 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

 

What Should You Expect?

Hybrid: SanMar's Eastpointe office is located in Issaquah, WA in the Seattle metropolitan area. Employees are required to work in our offices Tuesday through Thursday each week and additional days may be added based on business needs. Our standard working hours are 8:00-5:00 PST. While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is frequently required to use hands to finger, handle or feel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Work environment is moderately quiet. Ability to work on computer for multiple hours with frequent interruptions. Quarterly travel may be required.