Application Support Manager

Job description

Application Support Manager Location: Washington, DC (Onsite minimum 3 days a week) Classification: Exempt: Overview: Our team is looking for an experienced ASM to design and implement cloud solutions, provide cloud migration strategies, and modernize mission critical systems. As the ASM, you will recommend tools and capabilities based on your research of the current environment and knowledge of various on premise, cloud based, and hybrid resources. Responsibilities: Team Leadership - Manage, mentor, and develop a team of 20 application support specialists across multiple skill levels and disciplines - Support the operational work in an ITSM, such as ServiceNow - Develop operational reports that provide metrics on time to resolve closure rate - Set performance goals, conduct reviews, and foster a culture of accountability and continuous improvement - Handle resource planning, shift scheduling, and capacity management to ensure 24/7 coverage where required - Recruit, onboard, and retain top talent Operational Excellence: - Define and track KPIs: ticket volume, MTTR, first-call resolution, customer satisfaction - Implement ITIL-aligned processes for incident, problem, and change mana...