Associate Director, Application Support

How will this role impact First Command

The Application Support Manager leads a team responsible for overseeing the stability performance and support of business-critical applications. This role ensures smooth operations manages incidents and escalations and partners with IT and Business Stakeholders to optimize system reliability and end-user experience. The ideal candidate is a strong leader with both technical knowledge and customer-focused problem solving skills.

What will the employee do in this role

Leadership & Team Management

• Lead mentor and develop the Application Support Team to deliver high quality service.
• Define support processes SLAs and escalation procedures.
• Foster a culture of accountability continuous improvement collaboration and inclusion.

Application Support & Operations

• Oversee the monitoring maintenance and support of enterprise applications.
• Analyze trends in support tickets to identify root causes and implement proactive solutions to prevent future issues.
• Participate in vendor relationships and coordinate third-party support when necessary.
• Develop and maintain support documentation knowledge bases and standard operating procedures.

Customer & Business Engagement

• Provide regular reporting on application health support metrics and team performance.
• Serve as the point of contact for stakeholders regarding application performance and availability.
• Communicate system outages updates and changes effectively to users and leadership.

Governance & Continuous Improvement

• Participate in defining key metrics and SLAs for enterprise applications.
• Participate in resource planning and strategic initiatives related to application support.
• Identify opportunities to automate optimize and enhance application support processes.

What roles will this employee lead

• Responsible for standard HR activities which include approving PTO coordinating and approving training requests goal setting and all aspects of performance management.
• Continually grow the soft and technical skills of Application Support Team.
• Monitors and measures the success of the Application Support by utilizing an agreed upon set of metrics and ensure availability to Senior Leadership.

What skills & qualifications do you need

Education

• Preferred Bachelor of Science in Computer Science Computer Programming or MIS.
• Required (if no degree) Accredited certification from a well-established trade school or extended learning program.

Work Experience

• 3 years experience in application support or IT operations.
• 1 years in leadership role.

Certifications

• Preferred ITIL certified.

Required Knowledge Skills and Abilities

• Required Clear and strong communication skills with the ability to transition between technical and business context.
• Required Experience with scripting or automation tools (e.g. PowerShell Python).
• Required Strong knowledge of application architecture databases APIs and integrations.
• Required Proficiency with support ticketing systems.
• Required Experience with web and cloud-based technologies.
• Required Experience in Agile or DevOps environments.

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