About the job
Sanma Employee Openings seeks an Application Support Manager based in Issaquah, WA. This position leads a team of Application Support Analysts, focusing on e-commerce platforms and systems integration. The manager is responsible for building a collaborative workplace, overseeing troubleshooting efforts, and ensuring effective service management.
Main responsibilities
- Direct the Application Support team, including resource planning, hiring, coaching, mentoring, and conducting performance reviews.
- Supervise the management of trouble tickets: assign, prioritize, escalate, and resolve issues as needed.
- Support team members in skill development, career growth, and overcoming challenges.
- Collaborate with senior leadership to help define the long-term strategy for Application Support.
- Contribute to continuous improvement by creating clear strategies and sharing effective practices with IT leadership and other departments.
- Produce and maintain reports on key support metrics for both the team and senior management.
- Prepare or delegate documentation, such as How-To guides for common issues and new features, to support troubleshooting and cross-training.
- Engage with customers and stakeholders to clarify support needs, set expectations, and ensure objectives are met.
- Communicate proactively with customers to prevent escalations and manage any that occur.
- Foster team building, encourage interdepartmental communication, and maintain a strong customer service focus.
- Take on additional duties as assigned.
- Adhere to all company policies and standards.
Requirements
- Bachelor's degree in Computer Science, IT Management, or a related field, or equivalent experience.
- 7-9 years of relevant industry experience.
- 4-6 years in a senior or lead role managing Application Support teams.
- Strong understanding of key technologies and platforms.
