Application Support Manager

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Remote work flexibility

Professional development opportunities

Access to advanced tools for support

Job summary

Ladders is seeking an Application Support Manager for a remote US-based role. You will oversee daily support operations, drive incident response, and guide a growing team across cross-functional partners.

Strong communication and people leadership are essential in a fast-paced tech environment. The role emphasizes staff development, performance management, and delivering high-quality customer service while balancing operational execution with team growth.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 8+ years of technical support experience, 5+ years in application support including incident triage and customer ticket resolution.
• 3+ years of management or team leadership experience with focus on staff development.
• Strong understanding of database systems, particularly Microsoft SQL Server.

Responsibilities

• Lead day-to-day application support operations and incident response.
• Develop and mentor the support team to improve skills.
• Communicate plans clearly across cross-functional partners.
• Set realistic time estimates for support activities.
• Balance execution with people leadership in a fast-paced technical environment.
• Oversee staff performance discussions and development plans.

Skills

People leadership

Customer service

Communication

Incident management

Education

Bachelor's degree in CS/IT or related field

Tools

Microsoft SQL Server

Job description

For our client, we are seeking a Application Support Manager to join the team of a leader in the Enterprise Technology space.

This role will oversee day-to-day application support operations, with a strong emphasis on incident response, ticket resolution, and technical service quality. The position will also lead and develop a support team, helping ensure clear communication, effective planning, and strong customer service across cross-functional partners. Success in this role will depend on balancing operational execution with people leadership in a fast-paced technical environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $110,000 – $130,000 annually

Responsibilities

• Execute comprehensive communication plans for support operations across multiple teams
• Recognize and hire talent to strengthen the support organization with a focus on technical skills
• Use objective and subjective measurements to guide staff ratings and development plans
• Create staff development goals that align with team objectives and individual capabilities
• Handle critical conversations regarding performance and professional development constructively
• Mentor team members to improve technical and customer service skills continuously
• Set accurate time estimates for support activities to ensure realistic planning

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 8+ years of technical support experience, ideally in payroll, tax, or financial services
• 5+ years of application support experience, including incident triage and customer ticket resolution
• 3+ years of management or team leadership experience with a focus on staff development
• Strong understanding of database systems, particularly Microsoft SQL Server

Benefits

• Remote work flexibility
• Opportunities for professional development and career growth
• Access to advanced tools and technologies for support enhancement
• Collaborative work environment with cross-functional teams
• Recognition of individual and team successes

Our client is an equal opportunity employer.