Applications Support Manager - Full-time - Potsdam, NY or Fort Collins, CO or Work from Home in the USApplication Deadline: 31 August 2026
Department: Professional Services
Employment Type: Full Time
Location: Remote U.S.
Compensation: $85,000 - $140,000 / year
DescriptionThe
Applications Support Manager is a senior leadership role reporting to the President, accountable for the processing schedule for all our jobs, and uptime of our SaaS systems. This is a new position designed to lead a dedicated team of technical support experts to handle the explosive growth we are experiencing. This is an exciting opportunity with a lot of growth opportunities as we take on processing work from leading enterprises globally.
MAJOR DUTIES AND RESPONSIBILITIESPosition Responsibilities - Manage a team of production technical support specialists
- Responsible for creating and maintaining production and QA workflows
- Responsible for onboarding new applications and updates including digital returns and Document Accessibility Services workflows
- Responsible for the processing schedule for all of our jobs, and up time of our SaaS systems
- Responsibility for ensuring that all jobs are completed on time and output files are delivered to customers (digital returns) or DAS Production for output and delivery
- Responsible for keeping production software up to date
- Responsible for troubleshooting workflow and application processing issues
- Responsible for ensuring that upgrades and updates are applied in a way that does not have a negative impact
- Managing and communicating outages and problems
- Escalation of problems encountered and implementation of fixes
- Trouble shooting workflow and application processing issues
- Interfaces with IT, QA and development teams to ensure smooth operations
- Define and implement KPIs to measure maturity, compliance posture, delivery quality, and client impact
- Establish reporting mechanisms and executive dashboards to provide visibility into performance across engagements
- Conduct periodic maturity assessments and gap analyses to identify improvement opportunities
- Drive strategies and continuous improvement initiatives informed by data and performance insights
- Implement and oversee capacity planning processes
SKILLS, EXPERIENCE & EDUCATIONSKILLS:
Required:- Demonstrated experience building and scaling governance frameworks and operational standards.
- Strong analytical capabilities with experience defining and tracking KPIs.
- Executive-level communication and stakeholder management skills.
EXPERIENCE:
- 10+ years of progressive leadership experience in a role such as Information Systems Manager, Technical Support Manager, Enterprise Applications Service Manager or Computer Operations Manager.
POSTION DESIRABLES/PREFERRED:
(These may assist in enhancing candidates' chances of success in the role)
- Experience in enterprise software implementation and production environments.
- Experience in SaaS, enterprise software, or digital transformation services.
- Experience in enterprise transactional document delivery and Customer Communications Management (CCM) environments
- Background in inclusive design, human-centered design, or user research
EDUCATION:
- Bachelor's degree or experience in related field are preferred.
What is in it for you? BENEFITS:
- Be part of a growing company and team.
- Competitive salary (Commensurate with experience and position and eligible commission)
- Excellent benefits
- Medical
- Dental
- Vision
- Short Term Disability
- Long Term Disability
- Group and Voluntary Life
- Sick Time Pay
- Vacation Pay
- Holiday Pay
- Be part of a rapidly growing software company
How long will the role be open for? Until filled.
Prior to submitting an application/resume, review the job descriptions complete list of job duties and qualifications.
