Operations Manager

The Operations Manager Application Support is responsible for leading a team of

support specialists who provide technical assistance to clients and internal users. This role

ensures timely, high-quality support for applications, drives continuous

improvement in issue resolution processes, and maintains a strong focus on customer

satisfaction, operational excellence, and team performance.

Youll manage daily operations, coach and develop team members, and work cross-

functionally with Product, Engineering, and Implementation teams to improve product

reliability and the client experience.

Key Responsibilities

1. Application Support Operations

• Oversee daily operations of the Application Support team, ensuring all inbound

support requests (via Zendesk, email, chat, or phone) are triaged, prioritized, and

resolved within SLAs.

• Establish and maintain support workflows that ensure prompt and professional

responses to all client inquiries.

• Monitor system performance metrics and call drivers to identify recurring issues and

trends.

• Collaborate with the Engineering and Product teams to resolve technical issues and

communicate product updates effectively to end users.

2. People Leadership & Team Development

• Lead, mentor, and develop a team of Application/Technical Support Specialists to

deliver consistent, high-quality support.

• Conduct regular performance reviews, coaching sessions, and skill assessments to

promote team growth.

• Foster a culture of accountability, collaboration, and continuous learning.

• Manage workforce planning, scheduling, and resource allocation to meet service

demands.

3. Issue Management & Escalation

• Oversee the triage and escalation of complex issues to higher-level technical or

development teams.

• Ensure clear and timely communication with clients on the status of escalated issues.

• Drive root-cause analysis and contribute to post-incident reviews to prevent

recurrence.

4. Documentation & Knowledge Management

• Maintain and enhance internal knowledge bases, FAQs, and troubleshooting guides.

• Ensure accurate documentation of support tickets, resolutions, and system issues.

• Encourage team contribution to knowledge-sharing initiatives and training materials.

5. Training & Enablement

• Oversee delivery of baseline training and guidance to clients, partners, and internal

stakeholders on applications.

• Partner with Enablement and Product teams to design and deliver product update

sessions and onboarding materials.

6. Customer Experience & Continuous Improvement

• Monitor and improve customer satisfaction metrics (CSAT, NPS, resolution time).

• Analyze support data to identify opportunities for process automation, workflow

optimization, and product improvements.

• Implement best practices in incident management, communication, and client

relationship handling.

Qualifications

• Bachelor’s degree in Information Technology, Business, or related field

• 10+ years of experience in Application Support, Service Delivery, or Technical

Operations, with at least 3 years in a managerial role.

• Strong knowledge of help desk systems (e.g., Zendesk, ServiceNow, Jira Service

Management).

• Proven experience managing support operations in a SaaS or enterprise technology

environment.

• Excellent analytical, problem-solving, and decision-making skills.

• Strong leadership and communication abilities with a customer-centric mindset.

• Familiarity with ITIL practices or service management frameworks (preferred).