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Associate Director, Application Support
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How will this role impact First Command?
The Application Support Manager leads a team responsible for overseeing the stability, performance, and support of business-critical applications. This role ensures smooth operations, manages incidents and escalations, and partners with IT and Business Stakeholders to optimize system reliability and end-user experience. The ideal candidate is a strong leader with both technical knowledge and customer-focused problem solving skills.
What will the employee do in this role?
Leadership & Team Management
- Lead, mentor, and develop the Application Support Team to deliver high quality service.
- Define support processes, SLAs, and escalation procedures.
- Foster a culture of accountability, continuous improvement, collaboration, and inclusion.
Application Support & Operations
- Oversee the monitoring, maintenance, and support of enterprise applications.
- Analyze trends in support tickets to identify root causes and implement proactive solutions to prevent future issues.
- Participate in vendor relationships and coordinate third-party support when necessary.
- Develop and maintain support documentation, knowledge bases, and standard operating procedures.
Customer & Business Engagement
- Provide regular reporting on application health, support metrics, and team performance.
- Serve as the point of contact for stakeholders regarding application performance and availability.
- Communicate system outages, updates, and changes effectively to users and leadership.
Governance & Continuous Improvement
- Participate in defining key metrics and SLAs for enterprise applications.
- Participate in resource planning and strategic initiatives related to application support.
- Identify opportunities to automate, optimize, and enhance application support processes.
What roles will this employee lead?
- Responsible for standard HR activities which include approving PTO, coordinating and approving training requests, goal setting and all aspects of performance management.
- Continually grow the soft and technical skills of Application Support Team.
- Monitors and measures the success of the Application Support by utilizing an agreed upon set of metrics and ensure availability to Senior Leadership.
What skills & qualifications do you need?
Education
- Preferred – Bachelor of Science in Computer Science, Computer Programming, or MIS.
- Required (if no degree) – Accredited certification from a well-established trade school or extended learning program.
Work Experience
- 3+ years’ experience in application support or IT operations.
- 1+ years in leadership role.
Certifications
- Preferred – ITIL certified.
Required Knowledge, Skills and Abilities
- Required – Clear and strong communication skills with the ability to transition between technical and business context.
- Required – Experience with scripting or automation tools (e.g. PowerShell, Python).
- Required – Strong knowledge of application architecture, databases, APIs, and integrations.
- Required – Proficiency with support ticketing systems.
- Required – Experience with web and cloud-based technologies.
- Required – Experience in Agile or DevOps environments.
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