Application Support Lead

RENFROE®; United States; On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid work options

Professional development

Job summary

RENFROE is seeking an Application Support Lead to own the support process end to end, triage tickets, and direct work across support and engineering. You will own SLAs, drive improvements, and coordinate with stakeholders and engineers to resolve incidents and outages.

The role emphasizes data-driven decisions, clear communication with business stakeholders, and ongoing process refinement to reduce repeat issues and improve service quality.

Qualifications

• Bachelor's degree or equivalent hands-on IT experience.
• 3+ years supporting business applications, coordinating or leading support work.
• Experience owning a ticket queue and SLAs in Jira/ServiceNow/Zendesk.

Responsibilities

• Own the support queue with fast triage and clear prioritization.
• Direct day-to-day support work across the team and stakeholders.
• Own SLAs for response and resolution and report performance.
• Escalate to engineering for outages and major incidents and ensure fixes.
• Coordinate with engineering for capacity and post-incident reviews.
• Onboard new support staff and ensure adherence to processes.

Skills

Stakeholder communication

Prioritization

Problem solving

Clear written/verbal communication

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Jira Service Management

ServiceNow

Zendesk

Job description

We're looking for an Application Support Lead to own our support process end to end. You'll keep the day to day health of the support queue, direct the flow of work across support and engineering staff, and be the person the business goes to when something is broken. You'll also keep our support process sharp: meeting with stakeholders regularly, making sure the team follows our documented standards, and improving how we work.

Growth

This role sits at the intersection of the business and the software that runs it. You'll spend your days understanding how our applications actually get used, where they fall short, and what it costs when they do. That's the same work a business analyst does, just arrived at from the support side.

We look for people who want to grow, and this role builds directly toward business analysis, product, or a broader technical ownership track.

Responsibilities

• Own the support queue. Make sure tickets are triaged quickly, prioritized correctly, and never go silent.
• Direct day to day support work across the team, setting priority and sequence so people know what to pick up next.
• Own our SLAs for response and resolution. Track performance, catch misses early, and report on them.
• Serve as the escalation point for support tickets, major incidents, and outages.
• Partner with the engineering and systems leads on capacity. Surface staffing and workload constraints with data when intake outpaces what the team can absorb.
• Coordinate escalation into engineering for anything requiring code or a release, and stay accountable for the ticket until the customer has the fix.
• Run post-incident reviews on customer-visible or recurring issues, and drive the remediation items to completion.
• Coordinate after-hours and on-call coverage and scheduling for system alerts.
• Meet with stakeholders and business super users on a regular cadence to review support performance, recurring issues, release status, and upcoming needs.
• Make sure the team is following our documented standards and processes, and drive improvements when they aren't working.
• Own support documentation, runbooks, and knowledge base content, including self-service content that keeps repeat questions out of the queue.
• Identify recurring problems and push for permanent fixes instead of repeat tickets.
• Translate recurring support issues into clear problem statements and requirements that engineering and product can act on. Work alongside our business analysts to shape that work.
• Weigh tradeoffs on how issues get resolved: what gets a workaround now, what gets a permanent fix, and what gets deferred. Make the call based on business impact, not ticket age or volume alone.
• Understand how our applications support the business well enough to explain what an issue actually costs, who it affects, and why it should or shouldn't move up the list.
• Onboard support staff to our process and provide guidance and feedback on how tickets are handled. Share input with the people managers who own performance.
• Report on queue metrics, SLA compliance, volume trends, and staffing needs. Translate technical risk into plain business language for leadership.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience.
• 3+ years supporting business applications, including time coordinating or leading support work.
• Experience owning a ticket queue and SLAs in Jira Service Management, ServiceNow, Zendesk, or similar.
• Proven ability to drive work through people who don't report to you, and to hold a standard without formal authority.
• Experience with a tiered support model and defined escalation paths between L1, L2, and engineering.
• Working knowledge of incident, problem, and change management practices.
• Strong judgment on priority and urgency, and the ability to stay calm during an outage.
• Comfortable building and reporting on support metrics and KPIs.
• Clear communicator with both frustrated users and business stakeholders.
• Technical enough to troubleshoot, understand what's happening, and know when to elevate. You should be comfortable reading how a system works, not just what it's doing wrong.
• Able to think in tradeoffs and articulate business impact. You can explain a technical problem to a business stakeholder in terms of what it costs them, and explain a business need to an engineer in terms they can build against.
• Comfortable gathering requirements and writing them down clearly enough that someone else can act on them.

Nice to have

• Experience supporting enterprise business applications (ERP, Dynamics 365, employee or client portals, invoicing).
• Familiarity with Azure monitoring and alerting.
• Basic SQL for investigating data issues.
• Experience introducing support automation or tooling improvements.
• Experience supporting a field or deployed workforce.

Why Join RENFROE?

We believe that success starts with our people. By joining our team, you'll become part of a culture built on strong values:

• Excellence: We are dedicated to excellence in every aspect of our work. We seek the best minds and talents and provide them with opportunities for professional growth and continuous learning.
• Growth: Growth is the cornerstone of our company's mission. By driving innovation, expanding our reach, and continuously improving our services, we ensure the company's progress and success. At the same time, we remain dedicated to supporting the personal growth of our employees, fostering a dynamic and thriving workplace for all.
• Curiosity: We foster curiosity and innovation, encouraging creative thinking and exploration of new ideas to remain at the forefront of our industry.
• Empathy: A supportive and understanding workplace is key to our success. We value empathy and build relationships based on trust and mutual respect.
• Integrity: Transparency and honesty are at the core of our business practices. We uphold the highest ethical standards in all that we do.
• Service: Service is at the heart of our values. We are committed to making a positive impact on our clients, our community, and each other.