SaaS & Application Support Manager

Title: SaaS & Application Support Manager

Through NRI Resource Management Services (RMS), we offer custom talent solutions to help our clients meet their evolving technology and business needs. We help effectively match the right technology professional to their organization, recruiting for contract, contract-to-hire, and direct roles. Our client in (area/region) has an immediate need for a (job title). Please note that this is a (contract/contract to hire/direct hire) opportunity with our client and NOT with NRI.

Job Purpose/Summary

The SaaS & Application Support Manager is responsible for overseeing the support, administration, and optimization of software-as-a-service (SaaS) applications and critical business software used by the organization. This role manages a team of support analysts and application specialists, ensuring high availability, performance, and user satisfaction across all supported platforms. The successful candidate will lead a team responsible for application support, user issue resolution, vendor coordination, and ongoing system improvements, with a strong focus on operational excellence and manufacturing process continuity.

Primary Duties and Responsibilities

·      Lead and manage the application support team, providing direction, coaching, and performance feedback.

·      Coordinate escalations with vendors, internal IT, and development teams as needed.

·      Oversee day-to-day support and maintenance of enterprise applications

·      Oversee the lifecycle of SaaS and enterprise applications, including onboarding, configuration, updates, integrations, and decommissioning.

·      Ensure uptime, availability, and performance of business-critical applications used in production planning, inventory control, procurement, and quality assurance.

·      Ensure appropriate security, licensing, and compliance practices are followed across all supported applications.

·      Maintain documentation for applications, support processes, and user guides.

·      Monitor and respond to incidents related to application availability and performance.

·      Conduct root cause analysis of recurring problems and implement preventative measures.

·      Collaborate with product owners and development teams to resolve complex application issues.

·      Serve as the primary point of contact between business units and IT for application-related matters.

·      Gather user feedback to identify opportunities for improving application usability and functionality.

·      Partner with procurement and finance teams to manage SaaS contracts and vendor relationships.

· After-hours support or project work as needed

·      Performs other duties as required by management.

Direct reports/Contacts/Relationships

·      Supervisors: Application Support Team

·      Works closely with: Project Managers, Business Analysts, Project Portfolio Managers, Stakeholders

·      Works regularly with: Developers, Programmers, System Administrators

Experience & Qualifications

·      5 years of experience in IT application support, with at least 2 years in a leadership or management role.

·      Proven experience managing SaaS applications.

·      Vendor management and contract negotiation.

Education/Certification

• Bachelor's Degree, preferably in Information Systems/Technology Management or related field; equivalent level of education, training, and experience may be considered 

Skills & Competencies

·      Ability to inspire, energize, develop, and build rapport at all levels within an organization

·      Work effectively in a fast-paced and, at times, stressful environment with high-pressure situations that require clear and sound decisions/actions

·      A high standard in work quality and the ability to follow through are a must

·      Excellent written and verbal communication skills

·      Exceptional interpersonal skills; a team player with a proven ability to work across functional areas and all levels of the organization

·      Strong critical thinking and problem-solving skills with the ability to assess issues and escalate appropriately for resolution

·      Strong supervisory and leadership skills; builds positive working relationships with staff; can effectively lead, coach/mentor junior staff members

·      Proven ability to work in an ambiguous environment and collaborate across multiple areas in order to achieve a common business objective

·      Ability to multitask, prioritize, and delegate (when appropriate) in order to manage time efficiently and to meet deadlines