The Application Support Manager provides leadership to the Application Support team and is responsible for reporting client metrics to the leadership team, conducting periodic meetings with customers, and mentoring the Application Support Engineers. The ideal candidate will drive customer satisfaction, spearhead continuous improvement initiatives, manage client escalations effectively, and foster proactive communication to prevent issues.

Lead and manage a team of Application Support Engineers, ensuring timely and effective issue resolution.

Document, analyze, and report on client satisfaction and team performance metrics to senior leadership.

Collaborate closely with the Chief Cloud Officer to ensure proper team staffing, resources, and access to essential tools.

Proactively engage and communicate with customers, effectively managing issues to prevent escalations.

Provide expert technical guidance and mentorship to Application Support Engineers for complex issue resolution.

Direct and oversee resolution efforts for incidents, ensuring swift responses and clear communication.

Prioritize and delegate tasks strategically to optimize productivity, team efficiency, and customer satisfaction.

Implement continuous process improvements to streamline operations and enhance support effectiveness.

Perform additional duties as assigned.

Set clear expectations, offer direction, and ensure alignment with organizational goals while fostering a supportive environment that encourages collaboration, accountability, and growth.

Coach, mentor, and provide training opportunities to build team members’ skills, promote internal growth, and prepare staff for future roles and responsibilities.

Manage hiring, onboarding, performance evaluations, promotions, compensation, and terminations, ensuring fair and consistent application of policies and procedures.

Assess team performance regularly, address gaps, and ensure duties are completed efficiently and effectively in alignment with department and organizational objectives.

Bachelor’s degree or higher in a relevant field, or equivalent experience required.

Three (3) years of experience leading an application support team.

Experience with Atlassian software or similar development tools required

Experience supporting a complex hosted application required 

Deep understanding of application support methodologies and incident management in cloud-based environments.

Calm and serious attitude, technical aptitude, healthy skepticism, appropriate sense of urgency, and communication skills to effectively coordinate with internal team members.  

Must have strong client orientation and demonstrate professional demeanor that earns the trust and respect of individuals inside and outside Lumin Digital

Ability to prioritize tasks, exercise sound judgment, and maintain confidentiality with sensitive information

Excellent communication, interpersonal, and presentation skills

Ability to work remotely while maintaining a high level of productivity and effectiveness, managing a highly performing team with limited or no supervision

Demonstrated commitment to continuous improvement, customer-centric mindset, ownership, and integrity.

Minimal, generally 12 days or less per year, ~2X team get togethers a year

$150,000 - $190,000 a year