Application Support Manager

Our amazing Texas based client is adding a Technical Application Support Manager to their team! This position will lead a team of roughly ten analysts across Tier 1 and Tier 2 in a fast-paced application support environment. In addition, it will owns queue health, SLA performance, staffing decisions, coaching, accountability, and the day-to-day development of each individual on the team.The right candidate will have a technical background in application support, SQL, and data analysis as well as the ability to evaluate the quality of the team’s work, ask the right questions during escalations, and recognize patterns that point to systemic problems.What you will be doing:Lead Tier 1–3 support teams, ensuring effective ticket triage, routing, and escalation based on issue complexity and urgency while providing coaching, mentoring, and performance feedback to analysts at all levels.Monitor daily workloads and SLAs to maintain balanced queues, timely responses, and consistent service quality.Provide coaching, mentoring, and performance feedback to support analysts across all tiers.Manage service and communication escalations, coordinating with internal technical teams for resolution when needed.Maintain awareness of operational cycles to plan staffing and anticipate support volume.Maintain and improve support processes, procedures, and documentation, including knowledge base and service catalog content.Identify workflow gaps and collaborate with leadership, product, and technical teams to streamline support delivery.Partner with onboarding, training, development, QA, and product teams to resolve customer issues and support new releases or customer go-lives.Track SLAs, backlog trends, and customer satisfaction metrics, providing leadership with regular performance summaries and improvement recommendations.Share trends, recurring issues, and customer insights with leadership and product owners for continuous improvement.What you bring to the table:5+ years in application support or software support environments4+ years leading or supervising support teams, including direct management of individual contributors4+ years using an ITSM/ticketing platform, including analytics, root cause analysis, and problem trendingStrong enough SQL skills to evaluate the team’s queries and investigations, understand database structure and relationships, and formulate questions during escalationsAbility to distinguish between bugs, data problems, configuration issues, and expected system behaviorTrack record of translating operational data into process improvements, knowledge base content, and training programsStrong organizational skills and comfort operating in a fast-paced, high-urgency environmentExperience supporting SaaS or multi-tenant applicationsFamiliarity with Azure or cloud-hosted environmentsExperience interpreting application logs, error output, or system diagnosticsExposure to APIs, integrations, or data workflowsExperience working directly with product and engineering teams