Manager of IT Application Support

Manager of IT Application Support
Salt Lake City, Utah
Contract-to-Hire
$63 to $67 per hour contract with a conversion salary of $120K to $130K annually bonus

Summary
The Manager of IT Application Support leads a team responsible for the stability, availability, and continuous improvement of enterprise applications. This role manages day-to-day support operations, owns escalation and incident response, and partners with business and technology teams to ensure reliable application performance. The position blends technical oversight, people leadership, and operational excellence.

Responsibilities

• Lead and develop the Application Support team, including performance management and coaching
• Own incident, problem, and change management for critical applications, including escalations
• Ensure SLA adherence and timely resolution of application issues
• Drive root cause analysis and corrective actions for high-impact incidents
• Maintain application documentation and knowledge base content within service management tools
• Collaborate with business partners, vendors, and IT teams to align support with organizational priorities
• Monitor support metrics and implement process improvements and automation initiatives

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field
• 5 years of experience in IT application support environments
• 2 years of experience in a leadership or supervisory role
• Experience supporting enterprise applications, databases, and integrations
• Strong understanding of IT service management practices; ITIL experience preferred
• Proficiency with service management and ticketing platforms (e.g., ServiceNow, Jira)
• Knowledge of application lifecycle management and systems support frameworks
• Familiarity with cloud-hosted applications and SaaS platforms
• Experience managing vendor relationships and third-party support providers

• Experience driving operational metrics and service performance reporting
• Background in automation or scripting to enhance support efficiency
• Familiarity with monitoring and application performance tools
• Experience supporting large-scale, mission-critical platforms
• Strong communication skills with the ability to engage technical and non-technical stakeholders

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