Manager, Application Support & Operations

Renuity • Charlotte, NC

1d

About The Position

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.

Requirements

• 7+ years of experience in application support, IT service operations, or technical operations, including leadership of support teams.
• Demonstrated experience setting up or transforming support processes and operating models (ITIL-aligned incident, problem, and change management).
• Strong working knowledge of ticketing/ITSM platforms (e.g., FreshService, Jira Service Management) and queue/workflow design.
• Experience building reports and dashboards (e.g., Power BI, Excel) and running a metrics-driven operations cadence.
• Proven ability to partner effectively with Engineering to create SOPs, shift-left resolutions, and drive recurring issue reduction.
• Experience supporting call center technology stacks and integrations, including vendor coordination and escalations.
• Excellent written and verbal communication; able to translate technical issues into clear business impact updates.
• Self-starter with strong prioritization, stakeholder management, and ability to operate with minimal oversight.

Responsibilities

• 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 involvement.
• Lead triage and root cause analysis (RCA) for recurring incidents; drive corrective and preventive actions with Engineering and vendors.
• Develop and publish operational reporting and dashboards (ticket volume, SLA attainment, backlog, MTTR, defect trends, top drivers, and customer/business impact).
• Run a disciplined operating cadence: daily/weekly reviews, incident communications, post-incident reviews, and monthly performance updates to stakeholders.
• Lead support for the call center technology stack (e.g., telephony/CCaaS platform, CRM integrations, routing, workforce tools) and ensure stability, uptime, and change readiness.
• Manage vendor relationships including contract support obligations, ticket coordination, escalation, performance reviews, and renewals inputs.
• Drive continuous improvement initiatives (automation, monitoring, self-service, shift-left, and quality) to reduce incidents and improve agent experience.
• Ensure compliance with security, access controls, audit requirements, and change management processes for supported systems.

What This Job Offers

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