Application Support Manager

🕒 3 days ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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OneSource Virtual

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Series B on 2015-06

Consulting • Healthcare • Logistics

OneSource Virtual is a leading provider of business process as a service (BPaaS) solutions tailored for Workday customers. They specialize in automating administrative tasks related to payroll, benefits administration, and finance & accounting services. With a strong focus on accuracy and proactive support, OneSource Virtual helps organizations maximize their Workday investment, enabling them to reclaim internal resources and streamline processes through expert services and innovative technology.

📋 Description

• Execute comprehensive communication plans for support operations • Coordinate with development, compliance, customer success, and executive teams • Hire and develop technical support talent • Conduct staff ratings, development planning, performance management, and career growth activities • Mentor team members in technical troubleshooting, customer service, and platform expertise • Set time estimates and delegate support cases and projects • Maintain accountability for team work product, quality, customer satisfaction, effectiveness, and morale • Oversee job monitoring and system health surveillance for payroll tax platforms • Manage incident triage, prioritization, escalation, resolution, and customer communications • Coordinate analysis and investigation of platform anomalies and customer-reported problems • Lead customer ticket support operations from assignment through resolution • Implement AI tools and automation to improve support efficiency and incident management • Enforce support, incident management, and customer interaction standards • Report team successes and customer satisfaction improvements to senior leadership • Guide innovation and process improvements to reduce resolution times and improve platform reliability • Supervise Technical Support Specialists, including hiring decisions, goal setting, performance management, and professional development

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or related technical field • 8+ years of technical support experience focused on enterprise applications, preferably in payroll, tax, or financial services environments • 5+ years of application support experience including job monitoring, incident triage, troubleshooting, and customer ticket resolution • 3+ years of management or team leadership experience with responsibility for staff development, performance management, and support operations • Strong understanding of database systems, particularly Microsoft SQL Server, including query optimization and performance troubleshooting • Experience with monitoring tools, log analysis platforms, and automated alerting systems • Proven track record of hiring and developing support talent • Basic understanding of payroll tax principles and compliance requirements • ITIL certification or equivalent service management credentials • Experience with payroll or tax software platforms, batch processing, regulatory reporting, and compliance validation • Advanced experience with application performance monitoring tools such as New Relic or AppDynamics • Scripting and automation skills in PowerShell, Python, or similar languages • Experience with AI tools for support enhancement • Cloud platform experience with AWS, Azure, or similar environments • Customer service management experience, including SLA management and satisfaction measurement • Leadership development training or certification • Experience with ticketing systems and knowledge management platforms • Budget management experience

🏖️ Benefits

• Values-based culture • Upward mobility • Professional development opportunities • Opportunities to learn and share ideas • Encouragement of innovative thinking, fresh perspectives, and creative collaboration • Recognition/reward for hard work