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Application Support Manager
OneSource Virtual. Execute comprehensive communication plans for support operations .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing technical support operations, including incident triage, customer ticket resolution, and team development. Proficient in leveraging AI tools and automation to enhance support efficiency and ensure compliance with payroll tax principles.
Highest-signal resume keywords
Technical Support ManagementIncident Triage and ResolutionDatabase Systems ExpertiseApplication Performance MonitoringTeam Leadership and Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Support ExperienceApplication SupportDatabase SystemsScripting in PowerShellPython ProgrammingAI Tools ImplementationPayroll Tax ComplianceIncident ManagementPerformance ManagementCustomer Ticket Resolution
Soft Skills
MentoringCommunicationTeam DevelopmentAccountabilityCustomer Service
Tools & Technologies
Microsoft SQL ServerNew RelicAppDynamicsMonitoring ToolsTicketing SystemsKnowledge Management PlatformsCloud PlatformsAWSAzureLog Analysis Platforms
Certifications & Qualifications
ITIL CertificationLeadership Development Training
Industry Keywords
Payroll SoftwareTax SoftwareFinancial ServicesRegulatory ReportingCompliance Validation
Tech Stack
Tools & technologiesAWSAzureCloudMS SQL ServerPythonSQL
About the role
Key responsibilities & impact- Execute comprehensive communication plans for support operations
- Coordinate with development, compliance, customer success, and executive teams
- Hire and develop technical support talent
- Conduct staff ratings, development planning, performance management, and career growth activities
- Mentor team members in technical troubleshooting, customer service, and platform expertise
- Set time estimates and delegate support cases and projects
- Maintain accountability for team work product, quality, customer satisfaction, effectiveness, and morale
- Oversee job monitoring and system health surveillance for payroll tax platforms
- Manage incident triage, prioritization, escalation, resolution, and customer communications
- Coordinate analysis and investigation of platform anomalies and customer-reported problems
- Lead customer ticket support operations from assignment through resolution
- Implement AI tools and automation to improve support efficiency and incident management
- Enforce support, incident management, and customer interaction standards
- Report team successes and customer satisfaction improvements to senior leadership
- Guide innovation and process improvements to reduce resolution times and improve platform reliability
- Supervise Technical Support Specialists, including hiring decisions, goal setting, performance management, and professional development
Requirements
What you’ll need- Bachelor's degree in Computer Science, Information Technology, or related technical field
- 8+ years of technical support experience focused on enterprise applications, preferably in payroll, tax, or financial services environments
- 5+ years of application support experience including job monitoring, incident triage, troubleshooting, and customer ticket resolution
- 3+ years of management or team leadership experience with responsibility for staff development, performance management, and support operations
- Strong understanding of database systems, particularly Microsoft SQL Server, including query optimization and performance troubleshooting
- Experience with monitoring tools, log analysis platforms, and automated alerting systems
- Proven track record of hiring and developing support talent
- Basic understanding of payroll tax principles and compliance requirements
- ITIL certification or equivalent service management credentials
- Experience with payroll or tax software platforms, batch processing, regulatory reporting, and compliance validation
- Advanced experience with application performance monitoring tools such as New Relic or AppDynamics
- Scripting and automation skills in PowerShell, Python, or similar languages
- Experience with AI tools for support enhancement
- Cloud platform experience with AWS, Azure, or similar environments
- Customer service management experience, including SLA management and satisfaction measurement
- Leadership development training or certification
- Experience with ticketing systems and knowledge management platforms
- Budget management experience
Benefits
Comp & perks- Values-based culture
- Upward mobility
- Professional development opportunities
- Opportunities to learn and share ideas
- Encouragement of innovative thinking, fresh perspectives, and creative collaboration
- Recognition/reward for hard work