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

• 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

• 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.
• 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.
• 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
• Bachelor’s degree or experience in related field are preferred.

What is in it for you?

• 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
• Medical
• Dental
• Vision

• Group and Voluntary Life

• Vacation Pay
• Holiday Pay
• Be part of a rapidly growing software company