Application Support Manager

🕒 il y a 12 jours

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

🔴 Expert

👔 Manager

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

👻 Score fantôme 10%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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OneSource Virtual

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2008

💼 Conseil

🏥 Santé

📦 Logistique

💰 Series B en 2015-06

Consulting • Healthcare • Logistics

OneSource Virtual est un fournisseur de premier plan de solutions BPaaS (Business Process as a Service) spécialement conçues pour les clients de Workday. Ils se spécialisent dans l'automatisation des tâches administratives liées à la paie, à la gestion des avantages sociaux, ainsi qu'aux services financiers et comptables. Avec un fort accent sur la précision et un soutien proactif, OneSource Virtual aide les organisations à maximiser leur investissement dans Workday, leur permettant de récupérer des ressources internes et de rationaliser les processus grâce à des services d'expert et une technologie innovante.

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

🎯 Exigences

• 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

🏖️ Avantages

• 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