Application Support Manager

1 week ago
Job ID
# of Openings
Full Time Regular


landingpage-Member Marketing


The Applications Support Leader is responsible for leading the overall strategic direction of the Application Support team within our fast growing, dynamic IT team. This role will work closely with all technology teams to provide excellent performance, availability, and support of all business critical applications in an effort to drive internal customer productivity and achieve organizational strategic initiatives.

This position will manage Application Support and Client Implementations resources, and work with multi-disciplinary teams to provide administration, troubleshooting and support for web applications while establishing and maintaining SLAs within ITIL’s best practices.  This role will build and mentor teams and technical talent within the organization.


We are looking for an innovative leader to help change the purpose and types of services that the an Application Support team can deliver within Matrix. This leader will need to personally recruit, mentor, manage and expand the existing Application Support team to provide both internal/external application support as well as “light-weight” system integration development using iPaaS (integration as a platform) tools.


Growing the capabilities and value of Application Support will involve working closely with business partners as well as cross functional teams like product, system engineering, Service Desk, Development and QA teams. As a technology leader, this person will ensure industry best practice is being adopted in terms of Infrastructure architecture, Integration techniques, security and overall support.


The Application Support Leader should take personal ownership of all Application Support service offerings and operations for the team and ensure that all work meets not only business but user objectives, is delivered on time, to budget and to the quality standards agreed. Quality and knowledge depth of the team will be a key measure of success. SME redundancy is key to ensure high level of response and provide technical career growth for the team. In order for candidate to be an effective mentor and evaluate the resources on the team, ideally he/she would have hands-on familiar with SQL, web (HTML/JS), BI tools, Sharepoint, mobile device management, and basic operating system technologies. Experience running departments/teams with significant support for SaaS application and/or cloud infrastructure is ideal


  • Establish and implement the strategic direction for the Information Technology (IT) Application Support function
  • Assumes overall responsibility for Application Support for the organization; including but not limited to IT automation, web application services, application delivery and system integration platforms and supporting business computing systems
  • Direct the day-to-day IT applications, services, activities and resources related to overall support and maintenance of these programs in relation to the goals and objectives of the Application Support team and IT department
  • Analyzes and predicts trends and develops long-range plans designed to maintain cost-effectiveness, provide greater efficiency and competitiveness of the IT application support model
  • Monitor and assess the capacity of new technologies to advance and/or accelerate realization of strategic objectives
  • Proactively researches and recommends courses of action to prevent problems and to maintain high application service levels for the user community
  • Establishes metrics, key performance indicators, and service level objectives for driving the performance of IT service delivery
  • Oversees Application Support financial and budgetary reporting, forecasting, and trending and works within established budgetary constraints
  • Interfaces with business unit and IT leaders to define application support initiatives and solutions for improving service efficiency and effectiveness. Acts as project sponsor for key IT initiatives
  • Develop and maintain release methodologies
  • Respond to the inquiries of the business owners and senior management teams, ensuring the availability, responsiveness, deployment, and effective utilization of applications in all environments, incident tracking, problem management, and overall application support
  • Work closely with development communities to quickly document a sufficient support knowledge base for existing and new applications as well as maintain and update existing as each evolves over time
  • Ensure that Application Support personnel are involved in SDLC process to document, provide input and thoroughly understand the objective as well as how to troubleshoot and provide support after the initial, and each subsequent release
  • Quality check completed assignment and tickets to ensure consistent customer satisfaction
  • Supervise the teams and leads that provide ongoing maintenance and support of applications and its infrastructure
  • Provide professional guidance and feedback to teams and leads that provide ongoing operations and engineering support of applications and its infrastructure; and manage special projects and initiatives as assigned
  • Other duties as assigned.


Educational Requirements: Bachelor’s degree in Information Technolgy or relevant field

Required Skills and Abilities:

  • 7+ years developing and managing infrastructure and/or supporting enterprise applications: release methodologies, project management, technical support, production support, strategic planning, client/server applications, internet and intranet applications
  • Prior experience providing operational support for production systems
  • Solid skills in data extraction using SQL across different databases and analytical problem solving skills across multiple linked database systems and Java applications
  • System admin skills administering and troubleshooting web applications in Apache/Tomcat environments
  • Strong leadership skills, mentoring and coaching skills, demonstrated in building technical talent within an organization
  • Previous experience successfully managing an IT Support Staff
  • Strong project management skills working with multidisciplinary teams. Ability to manage multiple tasks under tight deadlines.
  • Demonstarted experience gathering and documenting business requirements
  • Demonstrated ability to establish processes and controls to ensure adherence to processes.
  • Strong sense of urgency to establish and meet SLAs; customer service focused.
  • Broad exposure to enterprise desktop/laptop hardware and software
  • Experience implementing ITIL practices preferred.
  • Strong strategic planning, analytical, and conceptual skills
  • Ability to conceive of and manage complex infrastructure efforts to achieve desired business results
  • Competency and flexibility in understanding diverse and complex business and technical problems, business partner requirements, and functional/business objectives while developing efficient and effective solutions
  • Experience Application Support, SharePoint and NetSuite
  • Ability to develop a deep understanding of Matrix Medical Network’s market focus, and the competitive landscape
  • Good oral & written communications skills with strong people management, problem solving, decision making and team building skills
  • Experience working in a team-oriented, collaborative environment across multiple clinical and business units. Experience working with external vendors.
  • Ability to thrive in a fast-paced work environment

Preferred Qualifications

  • Healthcare Information Systems experience is highly desirable
  • Strong working knowledge of healthcare and software application architecture.

Key performance indicators (KPI’s)

  • Meeting SLA’s – Response time, TAT / Resolution
  • Team Management - Coaching, Mentoring, Talent retention
  • Escalation Management


Supervisory Responsibility: Direct supervisory responsibilities of Application Support team.

Travel Requirements: Occasional travel may be required but limited.


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