[Hiring] Manager Applications Support @Elwyn

Role Description

The Manager, Applications Support is responsible for leading the governance, support, optimization, continuous improvement, and strategic direction of the organization's enterprise applications while overseeing application support personnel and enterprise technology initiatives. This position provides strategic and operational leadership for enterprise applications, vendor relationships, resource planning, compliance, information security controls, and technology implementation projects.

• Direct, supervise, coach, develop, and mentor assigned application support personnel.
• Participate in recruiting, interviewing, hiring, onboarding, workforce planning, succession planning, employee development, and corrective action processes.
• Conduct performance evaluations and provide ongoing coaching and feedback to staff.
• Establish departmental goals, performance expectations, productivity standards, and development plans.
• Assign, prioritize, and monitor work activities to ensure alignment with departmental and organizational objectives.
• Recommend staffing changes, promotions, compensation actions, and other employment decisions.
• Develop workforce plans to ensure adequate operational and project support coverage.
• Foster a culture of accountability, collaboration, continuous improvement, and customer service excellence.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field required.
• Minimum of five (5) to eight (8) years of experience supporting enterprise applications in a complex organizational environment.
• Minimum of three (3) years of experience leading technical teams, supervising staff, or managing cross-functional projects.
• Demonstrated experience leading system implementations, upgrades, and enterprise application deployments.
• Strong understanding of IT service management principles, including incident management, change management, problem management, and operational controls.
• Experience establishing governance practices, support processes, and service delivery standards.
• Proficiency with project management and collaboration tools, including JIRA, Confluence, Microsoft Visio, Microsoft Teams, and SharePoint.
• Strong understanding of relational databases, data structures, SQL query development, reporting tools, and data integration concepts.
• Demonstrated knowledge of software development lifecycle methodologies and application support best practices.
• Experience with systems integration, data migration, and enterprise application architecture concepts.
• Strong analytical, critical thinking, and problem-solving skills.
• Excellent written, verbal, presentation, and stakeholder-management skills.
• Ability to communicate effectively with technical and non-technical stakeholders at all organizational levels.
• Demonstrated ability to manage multiple priorities, allocate resources, and make sound business decisions using independent judgment.
• Experience with vendor management, contract administration, and technology procurement processes preferred.
• Experience in healthcare, behavioral health, human services, or other regulated environments preferred.

Requirements

• Oversee daily operations of enterprise application support, ensuring high availability, performance, reliability, and scalability across business-critical systems.
• Lead and supervise application analysts, system administrators, CRM analysts, and support personnel by establishing priorities, monitoring productivity, evaluating performance, and ensuring achievement of departmental goals.
• Establish and enforce support processes, service level agreements (SLAs), escalation procedures, and documentation standards.
• Monitor system health, troubleshoot complex issues, and coordinate with vendors and internal teams to resolve incidents.
• Drive root-cause analysis efforts and implement long-term corrective actions to prevent recurring issues.
• Maintain application configurations, security roles, integrations, and data integrity across enterprise platforms.
• Oversee testing strategies, quality assurance standards, release management processes, and application documentation practices.
• Create or oversee specifications for customizations, configurations, custom code, APIs, data migrations, and integration requirements.
• Conduct regular system audits to validate configuration accuracy, data quality, integration health, and compliance with internal controls.
• Perform periodic user access reviews to ensure appropriate role assignments, least-privilege access, and compliance with security and regulatory requirements.
• Establish governance standards and oversight processes to ensure application development and support activities align with organizational architecture, security requirements, compliance obligations, and technology standards.

Benefits

• Generous Paid Time Off
• Comprehensive Medical/Dental/Vision Benefit Packages
• Earned Wage Access/On-Demand Pay
• Paid On-the-Job Training
• Tuition Reimbursement
• Career Advancement Opportunities and Growth
• Flexible Schedules
• Retirement Savings Plan

Company Description

Elwyn has been leading the way in supporting children, teens, and adults with autism, intellectual and developmental disabilities, and behavioral health challenges for more than 170 years. As a mission-driven nonprofit, we’re here to create real change – helping people lead meaningful, fulfilling lives.