The Applications Support Manager is a senior leadership role reporting to the President, accountable for the processing schedule for all our jobs, and uptime of our SaaS systems. This is a new position designed to lead a dedicated team of technical support experts to handle the explosive growth we are experiencing. This is an exciting opportunity with a lot of growth opportunities as we take on processing work from leading enterprises globally.

MAJOR DUTIES AND RESPONSIBILITIES

Position Responsibilities

Manage a team of production technical support specialists
Responsible for creating and maintaining production and QA workflows
Responsible for onboarding new applications and updates including digital returns and Document Accessibility Services workflows
Responsible for the processing schedule for all of our jobs, and up time of our SaaS systems
Responsibility for ensuring that all jobs are completed on time and output files are delivered to customers (digital returns) or DAS Production for output and delivery
Responsible for keeping production software up to date
Responsible for troubleshooting workflow and application processing issues
Responsible for ensuring that upgrades and updates are applied in a way that does not have a negative impact
Managing and communicating outages and problems
Escalation of problems encountered and implementation of fixes
Trouble shooting workflow and application processing issues
Interfaces with IT, QA and development teams to ensure smooth operations
Define and implement KPIs to measure maturity, compliance posture, delivery quality, and client impact
Establish reporting mechanisms and executive dashboards to provide visibility into performance across engagements
Conduct periodic maturity assessments and gap analyses to identify improvement opportunities
Drive strategies and continuous improvement initiatives informed by data and performance insights
Implement and oversee capacity planning processes

SKILLS, EXPERIENCE & EDUCATION

SKILLS:

Required:

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.

EXPERIENCE:

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.

POSTION DESIRABLES/PREFERRED:
(These may assist in enhancing candidates’ chances of success in the role)

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

EDUCATION:

Bachelor’s degree or experience in related field are preferred.

What is in it for you?

BENEFITS:

Be part of a growing company and team.
Competitive salary (Commensurate with experience and position and eligible commission)
Excellent benefits
- Medical
- Dental
- Vision
- Short Term Disability
- Long Term Disability
- Group and Voluntary Life
- Sick Time Pay
- Vacation Pay
- Holiday Pay
Be part of a rapidly growing software company

How long will the role be open for? Until filled.

Prior to submitting an application/resume, review the job descriptions complete list of job duties and qualifications.
We thank all applicants for their interest in joining our team. Those short listed will be contacted.
Should you need any assistance in the application process, please contact .

Originally posted on Himalayas

Applications Support Manager – Full-time – Potsdam, NY or Fort Collins, CO or Wo

Job Description

MAJOR DUTIES AND RESPONSIBILITIES

SKILLS, EXPERIENCE & EDUCATION

What is in it for you?