Application Support Manager

Join us and make YOUR mark on the World!

Lawrence Livermore National Laboratory (LLNL) has turned bold ideas into world-changing impact advancing science and technology to strengthen U.S. security and promote global stability. 

Our mission spans four critical national security areas nuclear deterrence, threat preparedness, energy security, and multi-domain defense empowering teams to take on the toughest challenges of today and tomorrow. With a culture built on innovation and operational excellence, LLNL is a place where your expertise can make a real impact.

We have an opening for an Application Support Manager to establish and lead a unified Tier 1 and Tier 2 application support function across the Strategic Deterrence Applications (SD Apps) Program. In this role, you will bring consistency and coverage to lower-tier support that is currently distributed across development and application support teams, reduce the support burden on our developers, engineers, and architects, and help build the ServiceNow structures, processes, and reporting needed for a dependable, scalable support model. You will coordinate workload and escalation across organizational boundaries and partner closely with the SD Apps Deputy Program Leader, Operations (DPL-O), application teams, and institutional service-management partners. This position is in the Applications, Simulations and Quality (ASQ) Division within the Computing Directorate.

Business needs dictate that this position requires an on-site presence multiple days a week. Therefore, telecommuting options will be limited.

This position will be filled at either level based on knowledge and related experience as assessed by the hiring team. Additional job responsibilities, outlined below, will be assigned if hired at the higher level.

You will

• Operate and coordinate a unified Tier 1 and Tier 2 application support function across the SD Apps portfolio.
• Apply and standardize established support processes for intake, triage, routing, escalation, and customer communication to improve consistency and repeatability.
• Coordinate day-to-day support workload, coverage, and priorities, and provide programmatic direction and informal mentoring to lower-tier support staff.
• Follow and apply defined escalation paths from Tiers 1 and 2 into Tiers 3 and 4. This includes coordinating with infrastructure, platform, application teams, and/or vendor support when higher-tier response is needed.
• Maintain working relationships with relevant LLNL help desk support teams to clarify support boundaries, handoffs, and escalation expectations.
• Help establish and maintain the SD Apps application portfolio in ServiceNow, including business services, assignment groups, and support workflows, in partnership with the LivIT Enterprise Service Management Office (eSMO), which manages ServiceNow for LLNL.
• Build and maintain dashboards and operational reporting, tracking metrics such as ticket volume, response and resolution time, backlog, escalation rate, and recurring issue patterns.
• Develop and maintain support process documentation, escalation guidance, and knowledge base content to reduce reliance on informal knowledge.
• Perform other duties as assigned.

Additional job responsibilities, at the TSS.3 level

• Lead the design of the unified support model, setting priorities, standards, and expectations for lower-tier support delivery where the path forward is not well defined.
• Direct cross-team escalation and coordination, elevating unresolved operational issues, recurring blockers, and support risks to DPL-O and program leadership when leadership action is required.
• Identify capability gaps and drive process-maturity initiatives, partnering with the DPL-O to recommend staffing, development, and continuous-improvement actions that strengthen the function over time.

• Ability to obtain and maintain a U.S. DOE Q-level security clearance which requires U.S. citizenship. 
• Bachelor’s degree in science, technology, engineering, business, information systems, or related field, or equivalent combination of education and related experience.
• Comprehensive experience providing or coordinating application or IT help desk support in a multi-team environment, such as intake, triage, routing, and escalation.
• Broad working knowledge of IT service management (ITSM) concepts, tools, and processes such as service-desk or ITSM platforms (e.g., ServiceNow or comparable systems), assignment groups, business services, and support workflows.
• Comprehensive experience coordinating work and providing day-to-day direction or guidance to others, with the ability to gain the cooperation of people across teams.
• Broad experience creating support documentation, knowledge base content, or standard operating procedures, and using metrics or reporting to monitor and improve support operations.
• Proficient verbal and written communication skills necessary to collaborate effectively across teams and to present and explain technical or operational information.
• Ability to work with limited direction on moderately complex assignments in a highly collaborative environment.

Additional qualifications at the TSS.3 level

• Demonstrated ability to lead independent work and provide direction to others, including setting standards and priorities where requirements are not well defined.
• Advanced knowledge of support operations and service-management practices, with experience establishing or maturing a support function, team, or escalation model.
• Advanced verbal and written communication, collaboration, and facilitation skills necessary to advise management and stakeholders, negotiate support boundaries and handoffs, and align escalation expectations across organizational lines.

Qualifications We Desire 

• Hands-on experience administering or configuring an enterprise ITSM platform (ServiceNow preferred, or a comparable platform), including business services, assignment groups, workflows, and dashboards.
• ITIL or comparable IT service management certification or training.
• Experience supporting software development or scientific computing organizations in a national laboratory, research, or federally funded environment.
• Familiarity supporting applications across unclassified and classified or on-premises and cloud environments or demonstrated ability to learn to work within such environments.

Pay Range

$129,150 - $163,764 Annually for the TSS.2 level

$154,950 - $196,476 Annually for the TSS.3 level

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting; pay will not be below any applicable local minimum wage.  An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs.

#LI-Hybrid

All your information will be kept confidential according to EEO guidelines.

Position Information

This is a Career Indefinite position, open to Lab employees and external candidates.

Why Lawrence Livermore National Laboratory?

• Included in 2026 Best Places to Work by Glassdoor!
• Flexible Benefits Package
• 401(k)
• Relocation Assistance
• Education Reimbursement Program
• Flexible schedules (*depending on project needs)
• Our values - visit https://www.llnl.gov/inclusion/our-values

Security Clearance

This position requires a Department of Energy (DOE) Q-level clearance.  If you are selected, we will initiate a Federal background investigation to determine if you meet eligibility requirements for access to classified information or matter. Also, all L or Q cleared employees are subject to random drug testing.  Q-level clearance requires U.S. citizenship. 

Pre-Employment Drug Test

External applicant(s) selected for this position must pass a post-offer, pre-employment drug test. This includes testing for use of marijuana as Federal Law applies to us as a Federal Contractor.

Wireless and Medical Devices

Per the Department of Energy (DOE), Lawrence Livermore National Laboratory must meet certain restrictions with the use and/or possession of mobile devices in Limited Areas. Depending on your job duties, you may be required to work in a Limited Area where you are not permitted to have a personal and/or laboratory mobile device in your possession.  This includes, but not limited to cell phones, tablets, fitness devices, wireless headphones, and other Bluetooth/wireless enabled devices.  

If you use a medical device, which pairs with a mobile device, you must still follow the rules concerning the mobile device in individual sections within Limited Areas.  Sensitive Compartmented Information Facilities require separate approval. Hearing aids without wireless capabilities or wireless that has been disabled are allowed in Limited Areas, Secure Space and Transit/Buffer Space within buildings.

How to identify fake job advertisements

Please be aware of recruitment scams where people or entities are misusing the name of Lawrence Livermore National Laboratory (LLNL) to post fake job advertisements. LLNL never extends an offer without a personal interview and will never charge a fee for joining our company. All current job openings are displayed on the Career Page under “Find Your Job” of our website. If you have encountered a job posting or have been approached with a job offer that you suspect may be fraudulent, we strongly recommend you do not respond.

To learn more about recruitment scams: https://www.llnl.gov/sites/www/files/2023-05/LLNL-Job-Fraud-Statement-Updated-4.26.23.pdf

Equal Employment Opportunity

We are an equal opportunity employer that is committed to providing all with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin, ancestry, sex, sexual orientation, gender identity, disability, medical condition, pregnancy, protected veteran status, age, citizenship, or any other characteristic protected by applicable laws.

Reasonable Accommodation

Our goal is to create an accessible and inclusive experience for all candidates applying and interviewing at the Laboratory.  If you need a reasonable accommodation during the application or the recruiting process, please use our online form to submit a request. 

California Privacy Notice

The California Consumer Privacy Act (CCPA) grants privacy rights to all California residents. The law also entitles job applicants, employees, and non-employee workers to be notified of what personal information LLNL collects and for what purpose. The Employee Privacy Notice can be accessed here.