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 lineofbusiness (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.

• 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 preproduction 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.

• 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.
• Power Shell 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.

• Bachelor's degree in Computer Science, Information Technology or a related discipline preferred.

• 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.

• 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.

For best consideration, please submit your resume and application materials as soon as possible. Review of applications will begin immediately.

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…