Application Support Manager

Manager, Tier II, Software, Customer-facing
Full Time
Depends on Experience
Work from home not available Travel required to 10%.

Job Description


We are experiencing significant growth and customer demand because of sizable investments in expanding our product suite. As our Application Support Manager, you will be a hands-on leader overseeing a mid-size team of Technical Support Engineers solving tier II issues of our mission-critical software used by external clients. Position is based in Halethorpe, just south of Baltimore.


Application Support Manger Responsibilities:


    • Help grow and maintain a team that delivers the best customer support in the industry to deliver a world-class customer experience to our vibrant North America customer base
    • Establish a culture of continuous improvement and accountability that results in high customer satisfaction and low customer effort level.


    • Accountable for managing day-to-day support operations.
    • Ensure the support team is appropriately staffed, trained and resourced to meet customer demand and SLA s.
    • Own and drive the strategic support plan to improve operational scale and efficiency.


    • Utilize proven agile support best practices and rely on a data-driven approach to ensure key operational, personnel, and business decisions are grounded in data and fact.


  • Set clear goals and establish a culture of accountability
  • Ensure team communicates with clients in a highly professional manner that represents core company values.
  • Refine and develop support-based KPI s that measures and drives team performance and results.


Application Support Manager Qualifications:


    • 5+ years of experience managing a customer-facing customer software support team


  • BA/BS in CS, IT or Engineering
  • Agile support experience and/or Scrum Master certification helpful


Join basys, a growing technology company and recognized leader in benefits software solutions. Headquartered in Baltimore, Maryland, and with employees working across the United States, our employees have a passion for solving complex problems and delivering high-value, next generation software solutions to benefit plan administrators and Third Party Administrators that service this market.


Equal Opportunity Employer


Keywords: Technical Manager, Customer Experience Manager, Software Support Manager, Computer Science, Information Technology


Job Type: Full-time

Posted By

Pam Barton

3700 Koppers Street Suite 400 Baltimore, MD, 21227

Dice Id : RTL427149
Position Id : 6069679
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