Application Support Lead — End-to-End Support & SLAs

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

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.