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Manager of Application Support
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
The Manager of Application Support is responsible for leading a team that installs, configures, troubleshoots, and maintains proprietary line‑of‑business (LOB) applications for multiple company divisions across all environments. The Manager is a hands-on leader that will ensure systems run reliably to enable the business to meet daily compliance‑driven SLAs. The Manager will utilize their operational leadership as well as their technical savvy to meet the needs of both internal and external stakeholders.
Essential Functions
- Oversee and lead the team responsible for resolving application and related issues for internal and external user communities across multiple business divisions.
- Provide support for pre‑production and production enterprise systems, ensuring stability and reliability for all applications.
- Act as the primary escalation point for application support issues, ensuring incidents are triaged, owned, and driven to resolution.
- Lead critical incident bridges, including assessing and declaring severity levels (e.g., Sev.1), driving timely resolution decisions, and completing root-cause analysis (RCA).
- Collaborate with IT and Operational colleagues as well as external vendors to facilitate support, deployment, system maintenance, and incident resolution.
- Oversee the Application Support ticket queues ensuring proper triage, prioritization, assignment, and timely closure.
- Define and optimize ticketing workflows and automations (e.g., routing rules, alerts, integrations) to improve responsiveness, visibility, and reporting.
- Use dashboards and reports from ticketing and monitoring tools to identify trends, recurring issues, and opportunities for process and system improvements.
- Participate in and help structure the 24x7 on‑call rotation
- Oversee the development and growth of the team including training, coaching, performance management etc.
- Perform other related duties as assigned.
Essential Knowledge, Skills, and Abilities
- Able to effectively communicate both verbally and in writing to accurately convey messages and influence others
- Comprehensive understanding of SDLC and proficient in project management
- Expert knowledge of Active Directory domains, schemas and configurations
- Intermediate experience with Microsoft IIS
- Intermediate or higher experience with Microsoft SQL and Microsoft SSMS
- Intermediate experience with editing XML, Json,
- PowerShell power user
- Expert knowledge of MS Windows OS
- Exposure to Linux OS preferred
- Proficient with Microsoft Office Suite including Visio
- Proficient as a Microsoft server system administrator
- Proficient in Azure Dev Ops (ADO) -Repositories, Pipelines, Release Processes.
- Deep knowledge of relevant IT system security best practices and procedures
- Strong knowledge of networking systems
- Strong organizational skills with attention to detail and the ability to manage multiple priorities.
- Able to lead people and manage processes to achieve organizational goals.
- Commitment and ability to cultivate a diverse and inclusive work environment.
Education
- Bachelor’s degree in Computer Science, Information Technology or a related discipline preferred
Experience
- 7+ years of enterprise-level systems support
- 1-3+ years of leadership experience with a geographically distributed team preferred
- Experience in authoring client-facing Corrective Action Report (CAR) documents
Compensation and Benefits
- Covius offers an extensive benefits package for all employees, including medical, dental, vision and 401(k)!
- Compensation: $97,200 to $121,500 annualized with a 10% AIP opportunity
Application Guidelines:
For best consideration, please submit your resume and application materials as soon as possible. Review of applications will begin immediately.
Working Conditions
This is a remote position. Employees are expected to maintain a dedicated and professional workspace that supports productivity and confidentiality. This requires reliable internet access and the ability to be on camera to participate in virtual meetings and communications during standard business hours. Work is primarily performed in a home office environment. Flexible work hours may be available, though employees must be able to collaborate effectively across time zones and attend scheduled meetings during core business hours. May require extended periods of computer use and sitting. Occasional travel or in-person meetings may be required based on business needs. Employees must adhere to company policies regarding data security, time tracking, and virtual collaboration.
Physical Demands and Activities
While performing the duties of this job, the employee is frequently required to communicate. The employee is regularly required to stand, walk, sit, and constantly operate a computer and other office equipment using hands and fingers for fine manipulation, including keyboarding and mouse use. The employee must occasionally lift, carry, push, pull, or otherwise move objects, such as files and small parcels and/or move boxes weighing up to 15 lbs. Prolonged periods of sitting or standing may be required depending on the nature of the work. Specific vision abilities required by this job include close vision, distance vision, and the ability to observe objects at close range in presence of glare or bright lighting (e.g. computer screen).
Covius is committed to equal opportunity in all employment practices to all qualified applicants and employees without regard to race, color, religion, gender, gender identity, age, national origin, pregnancy, disability, genetics, marital status, military or veteran status or any other protected category as established by local, state, and federal law. This policy applies to all aspects of the employment relationship including recruitment and hiring, placement, promotion, transfer, compensation, disciplinary action, layoff, leaves of absence, training, and termination. All such employment decisions will be made without unlawful discrimination based on any prohibited basis.
The essential functions, working conditions and physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Please note that all job descriptions are not intended to be all-inclusive. This job description is not designed to cover all activities, duties or responsibilities that are required of the employee for this job. Employees may be required to perform other duties at any time with or without notice to meet the ongoing needs of the organization.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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