IT Applications Service Desk Manager

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PURPOSE:

The IT Applications Service Desk Manager (or Supervisor) is a hands-on leadership role responsible for overseeing the day-to-day operations of the business applications team within the IT department.
This role does not cover hardware, infrastructure, Windows administration, or network operations.

Instead, the focus is on managing and optimizing the suite of applications that enable business processes—such as ERP, CRM, finance systems, and other digital platforms—while ensuring exceptional end-user support, efficient incident resolution, and continuous system improvement.

The Manager/Supervisor leads a Level 1 application support team (analysts, application specialists, and developers), providing direction, removing obstacles, and maintaining service quality.

FUNCTIONS:

 Team Leadership & Management

• Supervise, coach, and develop the applications team, fostering collaboration, accountability, and a culture of continuous learning.
• Manage staffing, scheduling, and performance evaluations.
• Ensure skill alignment for handling incidents, requests, and enhancements.

Application Operations

• Oversee smooth daily operation of business-critical applications.
• Coordinate and prioritize service requests, incidents, and change tasks.
• Maintain Standard Operating Procedures (SOPs) for routine actions (e.g., user provisioning, bulk data updates, report changes).

Incident & Request Management

• Act as the primary point of escalation for all business application incidents and service requests.
• Monitor ticket queues to ensure prompt resolution and clear user communication.
• Escalate unresolved issues to Level 2 while maintaining ownership and closure.

Knowledge & Documentation

• Maintain an updated knowledge base with troubleshooting steps, FAQs, and best practices.
• Ensure documentation is updated after resolutions, changes, or implementations.

Performance & Continuous Improvement

• Define and track KPIs such as resolution time, user satisfaction, and application uptime.
• Analyze incident trends to identify training needs or system improvements.
• Implement process automation to reduce manual work.

Training & Enablement

• Identify user and team skill gaps; develop training plans and materials.
• Deliver or coordinate workshops to improve application use and reduce recurring issues.

Collaboration & Stakeholder Engagement

• Partner with business units to understand application needs and priorities.
• Maintain regular communication with stakeholders to align IT services with business goals.
• Coordinate with vendors for upgrades, patches, and third-party support.

Change, Risk & Security Management

• Oversee change management processes for application updates.
• Work with IT security to ensure compliance with policies and regulations.
• Monitor user permissions and data privacy during onboarding/offboarding.

Project Support

• Lead or assist in application-related projects (upgrades, integrations, new rollouts).
• Develop project plans and report progress to stakeholders.

These job functions are representative of tasks accomplished by incumbents.  The list is not exhaustive; incumbents perform other related tasks.

WORKING CONDITIONS AND PHYSICAL DEMANDS: 

Position works in a normal office environment. Standing, sitting, and walking required daily. Job minimal will involve travel.  

QUALIFICATIONS:

• Bachelor's degree in computer science, Information Systems, Business Administration, or a related field.
• 5+ years of experience in IT application support, business systems management, or related roles, with at least 2 years in a supervisory or managerial capacity.
• Strong technical background in business applications (ERP, CRM, reporting tools, etc.), data management, and process automation.
• Salesforce certification is a plus.
• Excellent leadership, collaboration, and team-building skills.
• Proven analytical and problem-solving abilities, including experience with ticketing systems and data analysis.
• Ability to communicate effectively with technical and non-technical stakeholders, both orally and in writing.
• Experience with knowledge management tools and documentation standards.
• Project management skills: certification in PMP or similar framework is a plus.
• Understanding of ITIL or similar service management methodologies.
• Commitment to user service excellence and continuous improvement.
• Familiarity with risk management and IT security practices in business application environments.

It is the policy and practice of this Company to prohibit any form of discrimination or harassment based on race, color, religion, sex, gender identity, sexual orientation, transgender status, national origin, age, disability, military or veteran status, or status in any group protected by federal, state or local law.