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.
Skills Required
- 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 Incident management platforms
- Strong communicator, both written and verbal
- High level of customer service experience
SanMar Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SanMar and has not been reviewed or approved by SanMar.
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Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, vision, life and disability, alongside an EAP and digital mental‑health and chronic‑condition tools. Benefits are often characterized as solid for the company's size, supporting positive views of total rewards.
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Retirement Support — A 401(k) plan with company match and per‑pay‑period vesting is repeatedly highlighted, reinforcing retirement support as a core element of the package. This straightforward match is framed as competitive within the company’s industry context.
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Leave & Time Off Breadth — Paid time off with holiday schedules and a dedicated family day are emphasized, alongside documented paid parental leave. Role‑specific postings also indicate PTO accrual that begins early and grows with tenure.
SanMar Insights
What We Do
SanMar’s success and growth can be attributed to one thing - outstanding employees who provide superior services and products to our customers. We promote a culture that recognizes the importance of a healthy work-life balance. Recognizing that happy and relaxed employees make better ambassadors for SanMar, we encourage initiative and participation by creating a casual environment that taps full employee potential. Family owned since 1971, SanMar is an award-winning supplier of over 20 retail and private brands of imprintable apparel and accessories, including Port Authority, America’s No. 1 preferred private label. SanMar is the exclusive distributor of Nike Golf, Eddie Bauer®, OGIO® and New Era®. SanMar is based outside Seattle, WA, with eight national distribution centers. We invest in your future with life-enhancing opportunities and benefits including: • Competitive pay and bonuses • Competitive benefits • Company paid time off (PTO) • Life insurance • 401(k) plan with matching fund • Flexible spending program • Anniversary awards • Discounts on brand name clothing • Diverse and laid-back atmosphere • One floating family holiday every year • Monthly employee events • Charitable giving of your choice • Flexible schedules We’re growing and encourage you to find out what over 4,000 employees call the “The SanMar Difference.” SanMar is currently accepting resumes for those who have the necessary skills. SanMar is an Equal Opportunity Employer.
