Applications Support Manager – Full-time – Potsdam, NY or Fort Collins, CO or Work from Home in the US

The Applications Support Manager is a senior leadership role reporting to the President, accountable for the processing schedule for all our jobs, and uptime of our SaaS systems. This is a new position designed to lead a dedicated team of technical support experts to handle the explosive growth we are experiencing. This is an exciting opportunity with a lot of growth opportunities as we take on processing work from leading enterprises globally. MAJOR DUTIES AND RESPONSIBILITIES Position Responsibilities Manage a team of production technical support specialists Responsible for creating and maintaining production and QA workflows Responsible for onboarding new applications and updates including digital returns and Document Accessibility Services workflows Responsible for the processing schedule for all of our jobs, and up time of our SaaS systems Responsibility for ensuring that all jobs are completed on time and output files are delivered to customers (digital returns) or DAS Production for output and delivery Responsible for keeping production software up to date Responsible for troubleshooting workflow and application processing issues Responsible for ensuring that upgrades and updates are applied in a way that does not have a negative impact Managing and communicating outages and problems Escalation of problems encountered and implementation of fixes Trouble shooting workflow and application processing issues Interfaces with IT, QA and development teams to ensure smooth operations Define and implement KPIs to measure maturity, compliance posture, delivery quality, and client impact Establish reporting mechanisms and executive dashboards to provide visibility into performance across engagements Conduct periodic maturity assessments and gap analyses to identify improvement opportunities Drive strategies and continuous improvement initiatives informed by data and performance insights Implement and oversee capacity planning processes SKILLS, EXPERIENCE & EDUCATION SKILLS: Required: Demonstrated experience building and scaling governance frameworks and operational standards. Strong analytical capabilities with experience defining and tracking KPIs. Executive-level communication and stakeholder management skills. EXPERIENCE: 10+ years of progressive leadership experience in a role such as Information Systems Manager, Technical Support Manager, Enterprise Applications Service Manager or Computer Operations Manager. POSTION DESIRABLES/PREFERRED: (These may assist in enhancing candidates’ chances of success in the role) Experience in enterprise software implementation and production environments. Experience in SaaS, enterprise software, or digital transformation services. Experience in enterprise transactional document delivery and Customer Communications Management (CCM) environments Background in inclusive design, human-centered design, or user research EDUCATION: Bachelor’s degree or experience in related field are preferred. What is in it for you? BENEFITS: Be part of a growing company and team. Competitive salary (Commensurate with experience and position and eligible commission) Excellent benefits Medical Dental Vision Short Term Disability Long Term Disability Group and Voluntary Life Sick Time Pay Vacation Pay Holiday Pay Be part of a rapidly growing software company How long will the role be open for? Until filled. Prior to submitting an application/resume, review the job descriptions complete list of job duties and qualifications. We thank all applicants for their interest in joining our team. Those short listed will be contacted. Should you need any assistance in the application process, please contact [email protected].