Application Support Lead

Cynet Systems Inc.; New York (NY); On-site; USD 114,000 - 125,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Health Savings Account

Disability Insurance

Life and AD&D Insurance

Paid Sick Leave

Supplemental Insurance Plans

Identity Theft Protection

Pet Insurance

Wellness Programs

Employee Assistance Program

Career Development Opportunities

Job summary

Cynet Systems Inc. seeks an Onsite Service Lead in New York to ensure seamless service delivery for client stakeholders. You will own incident, problem and change processes and coordinate with offshore teams to resolve issues.

With 8–12 years in application or production support, you bring ITIL expertise, strong analytical and communication skills, and experience with ServiceNow or Jira. You will lead governance calls, monitor SLA/KPI, and drive continuous improvement.

Qualifications

• 8–12 years of experience in application or production support
• Strong knowledge of ITIL processes
• Experience managing stakeholders and working in an onsite-offshore model
• Strong analytical and communication skills
• Experience with tools such as ServiceNow or Jira

Responsibilities

• Serve as the primary contact for client stakeholders and support smooth service delivery
• Manage incident, problem, and change processes
• Monitor and report on SLA and KPI performance
• Coordinate with offshore teams to resolve issues
• Lead governance calls and provide status updates
• Drive root cause analysis for critical incidents
• Manage escalations and high-priority issues
• Coordinate releases and deployments
• Identify opportunities for automation
• Maintain knowledge management practices

Skills

ITIL

Stakeholder management

Analytical skills

Communication skills

Tools

ServiceNow

Jira

Job description

Salary: $114,400 - 124,800 per year

Requirements

• 8–12 years of experience in application or production support
• Strong knowledge of ITIL processes
• Experience managing stakeholders and working in an onsite-offshore model
• Strong analytical and communication skills
• Experience with tools such as ServiceNow or Jira

Responsibilities

• Serve as the primary contact for client stakeholders and support smooth service delivery
• Manage incident, problem, and change processes
• Monitor and report on SLA and KPI performance
• Coordinate with offshore teams to resolve issues
• Lead governance calls and provide status updates
• Drive root cause analysis for critical incidents
• Manage escalations and high-priority issues
• Coordinate releases and deployments
• Identify opportunities for automation
• Maintain knowledge management practices

Technologies

• Support
• ITIL
• ServiceNow
• JIRA
• Security

More

We are hiring an Onsite Service Lead at a pay range of $55–$60 per hour.

• We offer medical, dental, and vision insurance
• a 401(k) plan
• a health savings account
• short- and long-term disability coverage
• life and AD&D insurance
• paid sick leave where required by law
• supplemental insurance plans
• identity theft protection
• pet insurance
• wellness programs
• an employee assistance program
• career development opportunities

Benefit eligibility and terms may vary based on employment status, tenure, and work location, and plans may be changed in accordance with applicable laws.

Founded in 2010 and headquartered in the Washington, DC metro area, we are a technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada.

We provide staffing solutions in IT, engineering, life sciences, clinical, and professional fields, supported by recruiting teams in North America and Asia.

We are a certified Minority Business Enterprise and hold ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II certifications.

last updated 41 week of 2026