Application Support Manager (Finance)

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 are accurate and up to date. Work with the sales team to ensure that deadlines are met and licensing issues are addressed promptly to avoid delays in product delivery.
• Support Coverage & Scheduling: Manage and maintain support coverage to ensure there is always someone available to assist customers. Oversee team holiday and vacation schedules to ensure continuous service availability, particularly during peak times.
• Daily Support Meetings & Case Review: Lead twice-daily support meetings with the team, conducting reviews of the case queue, discussing pending issues, and providing opportunities for Q&A. Morning meetings will be held with the EU/US teams and afternoon meetings with the AUS team to ensure alignment across time zones.
• Escalation Management & Triage: Organize and lead daily escalation triage meetings to ensure all escalated cases are logged, tracked, and responded to in a timely manner. Provide status updates on escalations to ensure that all high-priority issues are addressed and resolved swiftly.
• Process Improvement & Reporting: Continuously assess and improve support processes to increase efficiency, streamline workflows, and ensure high-quality customer service. Prepare and present regular performance reports to senior management, including metrics such as case resolution times, customer satisfaction, and team productivity.
• Collaboration with Cross-Functional Teams: Work closely with engineering, product management, and other departments to ensure technical issues are addressed, and feedback from customers is shared and acted upon. Participate in discussions regarding product improvements or updates based on common issues raised by customers.
• Knowledge Base Management: Oversee the creation, updating, and management of the internal knowledge base and customer-facing FAQs, ensuring that both the support team and customers have access to relevant and current troubleshooting information.

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Qualifications:
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• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• 5+ years of experience in technical support, with at least 2 years in a leadership or managerial role.
• Strong understanding of technical troubleshooting, software/hardware systems, and IT infrastructure.
• Proven experience managing a technical support team, including handling HR responsibilities such as hiring, training, and performance evaluations.
• Experience in monitoring and optimizing support metrics such as first response time, resolution time, and SLA compliance.
• Familiarity with support ticketing systems, CRM tools, and remote troubleshooting software.
• Excellent problem-solving skills with a customer-centric approach.
• Strong communication and interpersonal skills, with the ability to build relationships with both customers and internal teams.
• Ability to manage multiple priorities and handle high-pressure situations.
• Strong understanding of SLA compliance and metrics.
• Exposure to Microsoft Ecosystem, including .Net Framework, Azure hosting and Microsoft SQL Database environments.

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Preferred Qualifications:
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• Experience with customer service or technical support tools (Zendesk, ServiceNow, Salesforce Service Cloud, etc.).
• Previous experience in a SaaS or software support environment.
• Knowledge of programming languages or technical expertise in specific products or services.
• Certifications in relevant technologies, such as Microsoft Azure or ITIL
• Experience working in a global support environment.
• Familiarity with DevOps practices and tools.

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Why Join Us?
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• Career Growth: Opportunities for professional development and career advancement.
• Dynamic Work Environment: Join a collaborative team that thrives on problem-solving and innovation.
• Competitive Benefits: Enjoy a comprehensive benefits package including health insurance, paid time off, and more.
• How to Apply: Interested candidates should submit a resume and cover letter outlining their relevant experience and interest in the position.