Application Support Manager

ABOUT US

Do great things in uncharted territory and experience the excitement of taking your career to new heights at INSIGHT2PROFIT, a rapidly growing leader in pricing and profitability consulting and technology. At INSIGHT, smart and ambitious people just like you are transforming the way businesses think and operate to achieve extraordinary outcomes. With our proven business model and your fresh perspective, you'll have the opportunity to take on a highly visible role, make a meaningful impact, and help steer our company towards even greater heights. Join us today and take your career to and take your career to the next level with INSIGHT!

JOB SUMMARY

We are seeking an Application Support Manager to lead a hybrid team responsible for ensuring the stability and responsiveness of client-facing applications built on our DRIVE platform. This team blends application support specialists who manage incoming tickets, client communications, and issue triage with application developers who resolve production bugs and perform maintenance operations. 

You will be accountable for the full lifecycle of support and maintenance from issue intake to resolution ensuring client satisfaction, operational excellence, and continuous improvement across both functions. This role requires strong people leadership, process ownership, and technical problem-solving skills. As part of our department leadership team, you will use your management and technical acumen to seek opportunity and drive broad improvements across the organization. 

RESPONSIBILITIES

Client Solutions Support 

• Oversee the day-to-day health of client-facing applications, including but not limited to reviewing requests with users, resolving application and data related issues, and monitoring performance. 
• Manage, triage and respond to incoming application support requests, ensuring timely resolution in alignment with defined service-level agreements (SLAs). 
• Drive a consistently high standard of customer satisfaction by leading a responsive, SLA-driven support team that proactively manages escalations, maintains efficient workflows, and continuously improves service quality in alignment with client needs. 
• Act as a primary liaison for support requests originating from internal Delivery teams or external clients, maintaining clear and professional communication throughout the issue lifecycle. 
• Serve as an escalation path for internal partners to assist in resolving roadblocks and mitigating risks to ensure successful on-time software product delivery.
• Coordinate the scoping and implementation of application breakfix and enhancement requests, ensuring alignment with client contracts and support agreements. 
• Partner with Technology Leadership to establish KPIs that monitor, measure, and report on software quality and delivery performance. Utilize KPI performance to identify opportunities for improvement.
• Manage and report on the client incident dashboard ensuring issues are tracked, resolved, and analyzed against SLAs and other key metrics and KPIs. 
• Own the administration and continuous improvement of all request management tools and workflows. 

Technical Leadership 

• Provide hands-on technical guidance to support the team in problem resolution, debugging, and other general application support activities.
• Monitor emerging technologies and evaluate opportunities to improve user experience and increase the efficiency of existing systems.
• Champion best practices in application support, problem management, quality, and continuous improvement.

Team Member Development 

• Lead and establish a high-performing, client-focused support team by hiring top talent, defining team structure, and aligning roles to business needs. 
• Foster an inclusive, engaged team culture through consistent communication, cross-team collaboration, and recognition of individual and team contributions. 
• Coach and develop team members through ongoing feedback, performance evaluation, career mentorship, and growth opportunities that align with both individual goals and organizational priorities. 

REQUIREMENTS

Education 

Preferred: Bachelor’s degree in computer science or related field. 

Work Experience

Minimum: Five (5) years of experience in software development, application support, or technical project delivery roles with two (2) years managing application support or software delivery teams. 

Preferred: Eight (8) years of experience in software development, application support, or technical project delivery roles with five (5) years managing application support or software delivery teams. 

Skills, Knowledge, and Abilities 

Minimum:

• Experience with Agile methodologies (Scrum and Kanban preferred). 
• Experience with one or more cloud platforms (Azure preferred). 
• Ability to work autonomously as well as part of a team. 
• Ability to demonstrate strong judgment, analytical thinking, business acumen, and attention to detail to drive sound, informed decisions in a fast-paced environment. 
• Excellent verbal and written communication skills with the ability to simplify technical concepts and present to varied audiences: non-technical partners to senior-level executives. 

Preferred:

• Demonstrable hands-on experience with Scrum or experience facilitating Agile ceremonies.  
• Experience using Agile and project management tools (e.g., Jira, Target Process, Microsoft Project, etc.) 
• Experience using problem management tools (e.g., Jira, ServiceNow, etc.) 
• Experience in .NET framework and SQL environments 
• Strong understanding of modern web development practices and approaches