Manager, Application Support & Operations

Job description

The Manager, Application Support & Operations is responsible for establishing and operationalizing end-to-end application support services and call center technology support. This leader will build and run support processes, define service levels and reporting, manage support queues, and partner with Engineering and vendors to drive scalable resolutions, repeatable SOPs, and continuous improvement. The role requires a self-starter with strong communication and a data-driven operating cadence. What You'll Do: Stand up and operationalize application support services, including intake, triage, resolution, escalation, and closure workflows. Define and manage support process flows across Level 1/Level 2/Engineering, including clear handoffs, ownership, and escalation paths. Own support queue management (ticket routing, prioritization, SLA tracking, backlog health, and workload balancing). Establish service management standards: SLAs/OLAs, severity definitions, on-call/after-hours coverage model (as applicable), and communication templates. Partner with Engineering/Product to build and maintain SOPs/knowledge articles so Level 2 can resolve repetitive issues without engineering involveme...