Application Support Manager

BrightSpring Health Services • Lyndon, KY

1d

About The Position

The Application Support Manager oversees front-end application support for PharMerica’s third-party pharmacy and document management systems. This role includes managing a team of support analysts and business analysts to ensure efficient ticket triage, prioritization, and resolution of application issues. The Manager works closely with cross-functional teams to maintain seamless application operations, collaborating with development, product, and integration teams to support high-quality application performance and user satisfaction.

Requirements

• Experience: Minimum of 5 years in application support, or a related field, with experience managing a support team
• Technical Expertise: Strong understanding of front-end application support best practices, issue triage, and troubleshooting.
• Leadership Skills: Proven ability to lead and develop a support team, with a focus on collaboration and user satisfaction.
• Problem-Solving: Detail-oriented with excellent analytical and problem-solving abilities, especially in issue prioritization and triage.
• Communication: Skilled communicator with experience collaborating across teams and managing relationships with technical and business stakeholders.

Responsibilities

• Application Support Management:
• Lead front-end application support efforts to ensure timely and effective resolution of issues, minimizing disruptions for end-users.
• Oversee ticket triage, prioritization, and assignment processes to maintain responsiveness and high levels of user satisfaction.
• Monitor support metrics, identify trends, and proactively address recurring issues to improve application stability and performance.
• Team Leadership and Development:
• Manage and mentor a team of support analysts and business analysts, fostering a collaborative environment that promotes high standards of service and continuous skill development.
• Conduct regular team meetings to review ticket status, performance metrics, and opportunities for improvement.
• Implement cross-training and knowledge-sharing initiatives to enhance team capabilities and performance.
• Cross-Functional Collaboration:
• Act as the primary liaison between the support team and other teams within the department, including Development, Product Management, and Integration teams.
• Work closely with other managers, such as the Senior Technical Manager, Director of Product, and Manager of Integrations and Interfaces, to resolve complex issues and align on shared initiatives.
• Provide regular updates to the Senior Director of Application Management, discussing support trends, release progress, and team performance.
• Continuous Improvement and Documentation:
• Identify process improvement opportunities within application support to enhance efficiency and user experience.
• Oversee the development and maintenance of documentation for support protocols and troubleshooting guides.
• Implement continuous improvement initiatives based on support data and user feedback, optimizing operations and support processes.
• Key Relationships:
• Internal Stakeholders: Support Analysts, Business Analysts, Senior Director of Application Management, Development, Product Management, QA, and Integration teams.
• External Stakeholders: End-users and third-party vendors as needed.
• Maintain high standards of application support and ensure prompt, effective resolution of front-end application issues.
• Collaborate effectively across teams to support shared goals and align on support and release initiatives.
• Foster a collaborative and high-performing team environment, supporting skill development and operational excellence.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed