·       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.