Manager, Application Support

As a Manager, Application Support at SanMar, you will oversee a team of Application Support Analysts, managing resources, hiring, and ensuring high performance. You’ll handle trouble tickets, mentor your team, collaborate with senior leadership for strategic planning, track key support metrics, and communicate effectively with customers to meet their requirements and expectations.

To qualify for the Manager, Application Support role at SanMar, you will need a Bachelor’s Degree in Computer Science or a related field, along with 7-9 years of relevant industry experience and at least 4-6 years in a leadership capacity managing Application Support teams. Strong communication skills, customer service experience, and the ability to manage multiple priorities are essential for success in this position.

The salary range for the Manager, Application Support position at SanMar is between $120,000 and $180,000 annually, based on experience. In addition to a competitive salary, you'll be eligible for an annual discretionary bonus of up to 15% of your base salary, providing additional earning potential.

SanMar provides a comprehensive benefits package for the Manager, Application Support role, including medical, dental, and vision coverage. Employees also enjoy a 401k plan with matching contributions, life insurance, paid maternity/paternity leave, and pet insurance among other benefits, plus generous paid time off and 8 paid holidays.

The work environment for the Manager, Application Support at SanMar is moderately quiet, with standard working hours from 8:00 AM to 5:00 PM PST. The role is hybrid, merging both remote and onsite work challenges. You may also be required to travel quarterly, so flexibility will be key.

Discuss specific situations where you've maintained team morale and performance during high-pressure periods. Highlight your strategies for prioritizing tasks and effectively communicating with your team to ensure issues were addressed promptly.

Share a detailed story describing the process you improved, the impact it had on efficiency or customer satisfaction, and the specific steps you took to implement the change.

Talk about specific incident management platforms you are familiar with and how they assisted you in tracking performance metrics and improving team accountability.

Provide an example of a conflict you've navigated. Discuss your approach, including how you facilitated communication and resolution among team members.

Discuss methodologies you employ, such as regular feedback sessions, career development plans, or cross-training initiatives aimed at enhancing team members' skills and overall performance.

Explain your communication style during escalations, emphasizing the importance of transparency, empathy, and commitment to resolving issues while keeping the customer informed throughout the process.

Select a specific technical challenge that required detailed troubleshooting skills. Explain the problem, your process for diagnosing it, and how your solution benefited the team and customers.

Share your prioritization techniques, such as using a matrix for urgency vs. importance, and how you communicate your priorities to your team effectively.

Discuss qualities such as communication, empathy, problem-solving, and the ability to motivate team members, providing examples of how you've embodied these traits in your previous roles.

Talk about the importance of continuous learning and development, including your methods for facilitating training sessions, workshops, or providing access to online resources for your team.