Manager, App Support

At SanMar the work you do makes a difference.

Whats the Short Version

The Manager App Support leads a growing team of highly technical Application Support Analysts. They are responsible for hiring performance management coaching mentoring and engaging staff in a positive collaborative work environment. The ideal candidate will have a strong background in application support with a deep understanding of e-commerce platforms systems integration troubleshooting and service management.

What Will You Be Doing

• Leadership and management of the Application Support team including resource management hiring coaching/mentorship and performance management.
• Manage and oversee trouble tickets i.e. ticket assignment ticket prioritization problem escalation and problem resolution.
• Mentor and motivate team members to develop their skillsets grow in their roles and clear obstacles to success.
• Collaborate with Senior leadership to develop a long-term strategic plan for the Application Support team.
• Be an active participant in the continuous improvement of our overall IT leadership team through development of clear strategies and sharing/adoption of best practices within Application Support team as well as across teams.
• Create/track/report key support metrics within the Application Support team as well as with Senior leadership.
• Create and/or delegate documentation for How-To guides for known issues and new features that will assist Application Support Analysts troubleshoot/fix issues as well as cross training Analysts across multiple platforms.
• Consult with customers and stakeholders to understand detailed support requirements and ensure expectations are clear and objectives are successfully met.
• Proactively communicate with customers to avoid escalations; when escalations do occur work with customers to deescalate the situation and follow through on commits made in the escalation call.
• Establish and maintain an environment conducive to team building cross department communications and excellent customer service.
• Perform other duties as assigned.
• Comply with all policies and standards.

What Are We Looking For

• Bachelors Degree in computer science IT Management or related field or equivalent experience
• 7-9 years of relevant industry experience
• 4-6 years of hands on experience in a senior or lead capacity managing Application Support teams
• Familiarity with and understanding key technologies platforms and enterprise level applications
• Must be strong communicator both written and verbal
• High level of customer service experience
• Familiarity and experience working with Incident management platforms
• Demonstrated ability to manage multiple parallel work efforts; effectively manage competing priorities and mitigate obstacles maintaining a strong quality focus on each
• Solution driven with the creativity to implement technology related solutions
• Working knowledge of software development life cycle methods and standards
• Ability to work cooperatively with all levels of individuals across the company
• Ability to self-manage in times of stress and independently make timely decisions in alignment with business goals
• Ability to professionally drive change and process improvement in a loosely structured environment
• Flexible with schedule able to provide off-hours support either remotely or onsite as needed

Whats Our Offer

Salary Range: Youll earn between $120000 - $185000 annually depending on experience.

Bonus: Youll be eligible for an annual discretionary bonus up to 15% of base salary.

Paid Time Off: Youll accrue paid time off on a bi-weekly basis based on hours worked up to 152 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off.

Additional Benefits:

• Comprehensive medical dental and vision benefits
• 401k plan and matches $1 for $1 up to 4% of earnings matched & vested at every pay cycle
• Life insurance
• Short/long-term disability coverage
• Paid maternity/paternity leave
• Pet insurance

What Should You Expect

Hybrid: SanMars Eastpointe office is located in Issaquah WA in the Seattle metropolitan area. Employees are required to work in our offices Tuesday through Thursday each week and additional days may be added based on business needs. Our standard working hours are 8:00-5:00 PST. While performing the duties of this job the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is frequently required to use hands to finger handle or feel. Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and ability to adjust focus. Work environment is moderately quiet. Ability to work on computer for multiple hours with frequent interruptions. Quarterly travel may be required.

Why Work at SanMar

Our people are at the heart of everything we do. They bring their talent passion and dedication to work with them every day. Their hard work inspires us and gives us purpose. We love working here together.

Whether you work in our headquarters from your home or in one of our distribution centers across North America we believe that investing in you is just the right thing to do. Our comprehensive benefits package is designed to support your health and well-being life balance career growth and (eventually) retirement.

SanMar works with brands you already know like Nike The North Face and Brooks Brothers as well as providing industry-leading private label apparel and accessories. Our people come to work excited to do their part providing clothing that helps people feel that theyre a part of something special.

Heres your chance to be a part of this story. If youre ready to work in a place where your participation matters and your growth is a priority were ready for you.

SanMar is an Equal Opportunity Employer

Whoever you are wherever youre from whoever you love or follow in faith whatever your disability or superpower status whichever ethnicity or gender you identify with you are welcome at SanMar.

SanMar participates in E-Verify.