About this role
The 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. Position 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