SaaS Application Support Team Manager (New York)

Application Support Team Manager

Polaris, a fast growing and entrepreneurial consulting and technology company, active in the field of Life Sciences Compliance, is looking for an Application Support Team Manager who has experience managing the technical support function for a software company.

 About the Role

Polaris is seeking a highly motivated and resourceful individual to lead our US Application Support team. The ideal candidate will be excited about learning new technologies, has a can-do attitude, is result driven, and brings the ability to rapidly learn. The individual will not only lead a passionate team, but will work across the organization to help ensure a great customer experience and work to improve the support process and ongoing service levels provided to our customers. In this fast-paced environment, they’ll serve also as a cross-functional liaison working with Product, Development, Project Management, Infrastructure and Customer Service to help ensure support requests are successfully resolved.

Responsibilities


  • Provide day-to-day management of application support analyst team and oversite of technical support operations using ITIL Methodology.
  • Manage a large team (both onshore and offshore) for Level 1 and 2 Support requests for all of our systems and services
  • Ensure support team is meeting its objectives -- meeting regularly (as contracted) with clients, creating and executing plans for ticket resolution, performing QA and UAT testing, and documenting issues and SLA (service level agreements) commitments within Client Support Budgets
  • Provide guidance to staff on maintaining positive communications with clients
  • Coach and mentor team members with a focus on professional development
  • Work closely with functional Infrastructure & Development teams to monitor and maintain high levels of system performance
  • Act as point of escalation for resolution of critical support issues and escalate when appropriate
  • Manage the Polaris Ticketing System (currently Zendesk) using ITIL Methodology
  • Manage the continued roll out of an internal knowledgebase (currently Confluence) with direct responsibility to publish articles and ensure the full team is publishing on a regular basis
  • Oversee release management process for all production systems
  • Prioritize issues between multiple clients as resource constraints arise
  • Manage the transition to support process from implementation (Hypercare and Support Entry) to ensure active projects are smoothly transitioned from the project team to the support team
  • Gather and synthesize relevant data, suggesting improvements in the tools and techniques to help improve the support process
  • Provide management reports and dashboards to ensure operations are running under control
  • Help manage the activities of the support vendors and subcontractors (escalate issues as needed) and serve as daily point of contact
  • Assist with special projects as requested and perform additional duties as required

Qualifications

  • Bachelor’s Degree – preferably in Information Technology
  • 5 to 10 years’ experience in software as a service technology support
  • 5 to 10 years' experience with client relations management, preferably in a fast-paced startup or tech software environment
  • At least 3 years of supervisory experience
  • Understanding business processes and their relation to technology
  • Hands on experience with software delivery -- functional requirements, technical specifications, test plans, implementation, follow-up
  • Ability to and prioritize assignments that are competing for limited resources
  • Ability to keep detailed records regarding issues, causes, and resolutions
  • Creative problem-solving abilities and a passion for innovation
  • Ability to effectively influence and communicate cross-functionally
  • Ability to present to management on support issues and needs
  • Excellent written and verbal communication skills
  • Leadership under pressure
  • Ability to complete assignments with minimal direct supervision
  • Strong organization and time management skills
  • Strong writing skills
  • Strong supervision skills
  • Proficient knowledge of Microsoft Office applications
  • Practical hands on experience with SQL, IIS, FTP
  • Basic HTML/CSS knowledge a plus
  • Programming language knowledge a plus

Preferred Skills

  • Six Sigma and Process Management experience and certifications
  • A pharmaceutical, biotech, medical device, or medical education background, particularly in medical affairs or medical education
  • Knowledge of Zendesk is a plus (Familiarity in creating reports in GoodData is a plus)

Physical and Location Requirements:

  • Ability to work in the office on a regular basis (core Polaris office hours are 9 am to 6 pm, Monday through Friday in the NYC office)
  • Ability to travel locally to client and vendor sites occasionally as needed (infrequent)

We offer you a career

  • While we will offer you a specific role (your starting role will be determined based on your experience), it is our goal to offer you a career. With our strong focus on personal development, we want to help you continue to grow as a professional as well as within our organization. Our model comprises of six roles: application support analyst, sr. application support analyst, support team lead, support manager, director, and partner. It is our goal to help you progress through these steps, and there are also opportunities to grow outside of our support area (e.g. development, consulting).
  • In addition, we strongly believe that being part of a small and growing team provides a great degree of freedom and independence that will result in an enjoyable and unparalleled learning experience.

Specifically we offer:

  • Very attractive salary and benefits (competitive within the technology industry)
  • An open company culture – not hierarchical
  • The opportunity to work in a growing start-up environment – with plenty  of room for ingenuity
  • The opportunity to work independently
  • A career management program tailored to your development needs
  • The opportunity to learn from experienced colleagues with backgrounds in consulting and IT, who have worked for companies such as McKinsey, BCG and Accenture
  • The possibility to specialize in the fields of technology and Life Sciences


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