What are the responsibilities and job description for the Applications Support Manager position at University of South Carolina?
Posting Number
STA00934PO25
Job Family
Information Technology
Job Function
Information Systems Support
USC Market Title
Information Systems Support Manager
Link to USC Market Title
https://uscjobs.sc.edu/titles/133253
Job Level
M2 - Managerial
Business Title (Internal Title)
Applications Support Manager
Campus
Columbia
Work County
Richland
College/Division
Division of Information Technology
Department
IT Enterprise Applications
State Pay Band
8
Approved Starting Salary
$79,302
Advertised Salary Range
$79,302- Salary is commensurate with experience
Location of Vacancy
Columbia, SC (on-site)
Part/Full Time
Full Time
Hours per Week
37.5
Work Schedule
- Standard working schedule: Monday – Friday 8:30am – 5:00pm, with 1 hour for lunch.
- Must be willing to work a flexible schedule to meet the needs of the Division of IT.
Basis
12 months
Job Search Category
Information Technology
About USC
About University of South Carolina
From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor’s degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service — helping to build healthier, more educated communities in South Carolina and beyond.
Veterans' Preference Statement
The University of South Carolina is committed to equal opportunity and proudly values the skills and experience military veterans bring to our workforce. Across South Carolina, we are making veterans a priority for employment and recognize their vital contributions to our state and our communities.
Benefits for FTE Positions
The University of South Carolina (USC), through the State of SC and Public Employee Benefit Authority (PEBA), offers employees a valuable benefits package, including health and life insurance, generous paid leave and retirement programs. To learn more about USC benefits, access the "Working at USC" section on the Applicant Portal at https://uscjobs.sc.edu. Research Grant or Time-limited positions may be eligible for all, some, or no benefits, based on the grant or project funding.
Position Description
Advertised Job Summary
We’re looking for an experienced Application Support Manager to lead our IT operations and ensure the reliability of critical university systems. In this role, you’ll oversee daily application support functions — including batch processing, incident management, and ServiceNow queue operations — to keep our services running smoothly and efficiently.
You’ll guide a team of talented support analysts, collaborating closely with technical teams and end users to maintain business continuity and deliver exceptional customer support. If you thrive in a dynamic environment and love solving complex technical challenges, this is a great opportunity to make a real impact across our university community.
What You’ll Do
- Lead and develop a team of Application Support Analysts, fostering a culture of accountability and continuous improvement.
- Manage daily IT operations, including batch scheduling, monitoring, and incident resolution.
- Oversee ServiceNow queues to ensure timely response and resolution of service requests.
- Collaborate with infrastructure, development, and business teams to maintain application reliability and performance.
- Ensure IT service management (ITSM) best practices are followed for incident, problem, and change management.
- Maintain clear documentation of procedures, processes, and system operations.
What You Bring
- Bachelor’s degree in a related field and 5 years of relevant experience (an equivalent mix of education, training, and certifications will also be considered).
- Proven ability to lead and motivate technical teams, set priorities, and manage workloads effectively.
- Strong knowledge of batch processing, job scheduling, and automation tools.
- Hands-on experience with ITSM platforms, ideally ServiceNow.
- Familiarity with ITIL processes and best practices.
- Excellent analytical, communication, and problem-solving skills.
Preferred Qualifications
- Bachelor’s degree and/or 8 years of experience in operations or application support management.
- Experience in higher education or large enterprise environments.
Why Join USC?
At the University of South Carolina, you’ll be part of a collaborative team committed to supporting world-class education, research, and service. This role offers the opportunity to shape how applications serve our university community and directly impact the student, faculty, and staff experience.
Job Related Minimum Required Education and Experience
- Requires a bachelor’s degree in a job related field and 5 or more years of job related experience, which may be substituted by an equivalent combination of job related certification, training, education, and/or experience.
Required Certification, Licensure/Other Credentials
Preferred Qualifications
- Bachelor’s degree and/or 8 years of experience in operations management or equivalent .
Knowledge/Skills/Abilities
- Ability to lead and motivate a team of technical analysts, setting priorities and managing workloads effectively.
- Strong understanding of job scheduling, batch processing, application administration and automation tools.
- Ability to monitor, troubleshoot, and optimize application performance and integrations.
- Familiarity with ITIL service management processes (incident, problem, change, and release management). ServiceNow experience preferred.
- Ability to communicate with team members, customers and leadership for daily activities.
- Ability to maintain documentation on processes and procedures.
Job Duties
Job Duty
Managerial
Supervise a team of Application Analyst by applying appropriate management principles according to the university policy and procedures. Completing EPMS, timely and accurately and monitoring employee progress towards goal attainment. Communicate expectations and provide feedback to assist employees with performance improvement, professional development and skills/competency development.
Supervise a team of Application Analyst by applying appropriate management principles according to the university policy and procedures. Completing EPMS, timely and accurately and monitoring employee progress towards goal attainment. Communicate expectations and provide feedback to assist employees with performance improvement, professional development and skills/competency development.
Essential Function
Yes
Percentage of Time
10
Job Duty
Operational Processing
Coordinate, maintain, and support batch processing tools that operate 24/7/365 to ensure timely execution of critical business processes. Monitor daily batch operations to verify adherence to schedules, system loads, and availability, proactively identifying and resolving processing issues as they arise. Communicate and document any failed or delayed processes, escalating appropriately and keeping stakeholders informed of status and resolution. Work closely with technical teams to investigate root causes, optimize batch schedules for performance and efficiency, and ensure accurate records are maintained to support operational continuity and compliance requirements.
Coordinate, maintain, and support batch processing tools that operate 24/7/365 to ensure timely execution of critical business processes. Monitor daily batch operations to verify adherence to schedules, system loads, and availability, proactively identifying and resolving processing issues as they arise. Communicate and document any failed or delayed processes, escalating appropriately and keeping stakeholders informed of status and resolution. Work closely with technical teams to investigate root causes, optimize batch schedules for performance and efficiency, and ensure accurate records are maintained to support operational continuity and compliance requirements.
Essential Function
Yes
Percentage of Time
40
Job Duty
Queue Management
Monitor and manage the team’s ServiceNow queue to ensure timely response and resolution of incidents, service requests, and tasks. Provide direction and input on ticket prioritization, gather additional details or clarification when required, and ensure tickets are accurately categorized and assigned. Collaborate with team members to address high-priority or complex issues, maintain clear communication with stakeholders, and track progress to meet service level targets. Continuously review queue activity to identify trends, improve efficiency, and enhance the overall quality of support provided.
Monitor and manage the team’s ServiceNow queue to ensure timely response and resolution of incidents, service requests, and tasks. Provide direction and input on ticket prioritization, gather additional details or clarification when required, and ensure tickets are accurately categorized and assigned. Collaborate with team members to address high-priority or complex issues, maintain clear communication with stakeholders, and track progress to meet service level targets. Continuously review queue activity to identify trends, improve efficiency, and enhance the overall quality of support provided.
Essential Function
Yes
Percentage of Time
20
Job Duty
Application Administration
Manage and resolve tickets related to supported applications, providing Tier 2-level troubleshooting and resolution for functional and technical issues. Escalate complex or system-level issues to Tier 3 support. Maintain ownership of assigned tickets through completion, ensuring accurate updates, communication, and closure in alignment with service level expectations.
Manage and resolve tickets related to supported applications, providing Tier 2-level troubleshooting and resolution for functional and technical issues. Escalate complex or system-level issues to Tier 3 support. Maintain ownership of assigned tickets through completion, ensuring accurate updates, communication, and closure in alignment with service level expectations.
Essential Function
Yes
Percentage of Time
20
Job Duty
Documentation
Develop and maintain documentation, architecture diagrams, and standard operating processes and procedures. Contribute to knowledge base documentation and continuous improvement of application support processes.
Develop and maintain documentation, architecture diagrams, and standard operating processes and procedures. Contribute to knowledge base documentation and continuous improvement of application support processes.
Essential Function
Yes
Percentage of Time
5
Job Duty
Communication
Facilitate clear and effective written and verbal communication among leadership, internal teams, and vendors to ensure transparency, alignment, and collaboration across all stakeholders.
Facilitate clear and effective written and verbal communication among leadership, internal teams, and vendors to ensure transparency, alignment, and collaboration across all stakeholders.
Essential Function
Yes
Percentage of Time
5
Position Attributes
Employees in Safety-Sensitive or Security-Sensitive positions will be subject to pre-employment and post-employment drug testing in accordance with University policy HR 1.95 Drug and Alcohol Testing.
Safety Sensitive or Security Sensitive
No
Hazardous weather category
Non-Essential
Posting Detail Information
Number of Vacancies
1
Desired Start Date
Job Open Date
11/26/2025
Job Close Date
01/10/2026
Open Until Filled
No
Special Instructions to Applicant
Positions are advertised for a minimum of five (5) business days on our job website. After five (5) business days, positions can be closed at the discretion of the department at any time. This employment site is updated on a regular basis. The length of the recruitment and screening process may vary from position to position, depending upon a variety of factors. Should review of your qualifications result in a decision to pursue your candidacy, you will be contacted by phone or email.
We are only accepting applications submitted by January 10, 2025
The University of South Carolina offers a valuable benefits package including but not limited to:
- Health and Life Insurance
- Retirement Programs
- Paid Tuition
- Dependent Scholarships
- Annual Leave
- Sick Leave
- 13 Paid Holidays (including an extended December holiday)
- Paid Parental Leave
- Professional Development Opportunities
Click here to learn more about why you should work at USC.
Quicklink for Posting
https://uscjobs.sc.edu/postings/198215
EEO Statement
The University of South Carolina does not discriminate in educational or employment opportunities or decisions for qualified persons on the basis of age, ancestry, citizenship status, color, disability, ethnicity, familial status, gender (including transgender), gender identity or expression, genetic information, HIV/AIDs status, military status, national origin, pregnancy (false pregnancy, termination of pregnancy, childbirth, recovery therefrom or related medical conditions, breastfeeding), race, religion (including religious dress and grooming practices), sex, sexual orientation, veteran status, or any other bases under federal, state, local law, or regulations.
Salary : $79,302
