About the job

Applications Support Manager – Full-time – Work from Home in the US

Application Deadline: 28 September 2026

Department: Professional Services

Employment Type: Full Time

Location: Remote U.S.

Compensation: $85,000 - $140,000 / year

Description

The Applications Support Manager is a senior leadership role reporting to the President, accountable for the processing schedule for all our jobs, and uptime of our SaaS systems. This is a new position designed to lead a dedicated team of technical support experts to handle the explosive growth we are experiencing. This is an exciting opportunity with a lot of growth opportunities as we take on processing work from leading enterprises globally.

MAJOR DUTIES AND RESPONSIBILITIES

Position Responsibilities

• Manage a team of production technical support specialists

• Responsible for creating and maintaining production and QA workflows

• Responsible for onboarding new applications and updates including digital returns and Document Accessibility Services workflows

• Responsible for the processing schedule for all of our jobs, and up time of our SaaS systems

• Responsibility for ensuring that all jobs are completed on time and output files are delivered to customers (digital returns) or DAS Production for output and delivery

• Responsible for keeping production software up to date

• Responsible for troubleshooting workflow and application processing issues

• Responsible for ensuring that upgrades and updates are applied in a way that does not have a negative impact

• Managing and communicating outages and problems

• Escalation of problems encountered and implementation of fixes

• Trouble shooting workflow and application processing issues

• Interfaces with IT, QA and development teams to ensure smooth operations

• Define and implement KPIs to measure maturity, compliance posture, delivery quality, and client impact

• Establish reporting mechanisms and executive dashboards to provide visibility into performance across engagements

• Conduct periodic maturity assessments and gap analyses to identify improvement opportunities

• Drive strategies and continuous improvement initiatives informed by data and performance insights

• Implement and oversee capacity planning processes

SKILLS, EXPERIENCE & EDUCATION

SKILLS:

Required:

• Demonstrated experience building and scaling governance frameworks and operational standards.

• Strong analytical capabilities with experience defining and tracking KPIs.

• Executive-level communication and stakeholder management skills.

EXPERIENCE:

• 10+ years of progressive leadership experience in a role such as Information Systems Manager, Technical Support Manager, Enterprise Applications Service Manager or Computer Operations Manager.

POSTION DESIRABLES/PREFERRED: (These may assist in enhancing candidates’ chances of success in the role)

• Experience in enterprise software implementation and production environments.

• Experience in SaaS, enterprise software, or digital transformation services.

• Experience in enterprise transactional document delivery and Customer Communications Management (CCM) environments

• Background in inclusive design, human-centered design, or user research

EDUCATION:

• Bachelor’s degree or experience in related field are preferred.

What is in it for you?

BENEFITS:

• Be part of a growing company and team.

• Competitive salary (Commensurate with experience and position and eligible commission)

• Excellent benefits

• Medical

• Dental

• Vision

• Short Term Disability

• Long Term Disability

• Group and Voluntary Life

• Sick Time Pay

• Vacation Pay

• Holiday Pay

• Be part of a rapidly growing software company

How long will the role be open for?  Until filled.

*Prior to submitting an application/resume, review the job descriptions complete list of job duties and qualifications. *

* We thank all applicants for their interest in joining our team. Those short listed will be contacted. *

* Should you need any assistance in the application process, please contact csteinbock@crawfordtech.com.*