Application Support Manager – MDM (Master Data Management)
Expert Technical Solutions is seeking an Application Support Manager for one of our premier, industry leading clients in Alpharetta, GA 30022. This role is essential for ensuring the smooth operation of our client’s 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. This is a hands-on, technical managerial position reporting directly to the VP of IT and Operations.
This is a permanent, HYBRID (3 days onsite) opportunity offering excellent pay, benefits, and growth potential.
Primary Duties and Responsibilities:
- Oversee and manage the support of multiple global customers, ensuring their needs are met with high efficiency and quality.
- Maintain and operate ticket management systems, ensuring tickets are accurately logged, categorized, and prioritized.
- 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.
- Serve as the primary point of contact for customer escalations and ensure clear, consistent communication throughout the resolution process.
- 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.
- 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.
- Supervise and track license-related issues, ensuring that all licenses are accurate and up to date.
- Manage and maintain support coverage to ensure there is always someone available to assist customers.
- 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.
- 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.
- Work closely with engineering, product management, and other departments to ensure technical issues are addressed, and feedback from customers is shared and acted upon.
- 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.
Requirements/Qualifications:
- Bachelor’s Degree required
- 5+ years of Application / Customer Support experience – SaaS support required
- 2+ years in a leadership or managerial role within Application / Technical Support
- Strong understanding of technical troubleshooting, software/hardware systems, and IT infrastructure.
- 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.
- Exposure to Microsoft Ecosystem, including .Net Framework, Azure hosting and Microsoft SQL Database environments.
- 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.
- Strong understanding of SLA compliance and metrics.
- Experience with customer service or technical support tools (Zendesk, ServiceNow, Salesforce Service Cloud, etc.).
- 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.
Job Type: Full-time
Pay: $100,000.00 - $110,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Compensation Package:
Schedule:
Work Location: Hybrid remote in Alpharetta, GA 30022
