Global SaaS Application Support Leader

EDETEK Inc.

Jersey City (NJ)

On-site

USD 180,000 - 240,000

Full time

4 days ago

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Job summary

EDETEK Inc. in Jersey City seeks a Head of Global Application Support to build and lead a scalable, customer-focused support organization for multiple cloud-based clinical platforms, serving a global customer base.

You will set the operating model, team structure, governance, and performance discipline, partnering with Product, Engineering, Cloud/IT/Security, Quality, Implementation, and customer-facing teams to deliver reliable service.

Qualifications

10+ years in enterprise application support or IT service management.
Experience leading customer-facing teams and global operations.
Strong collaboration with Product, Engineering, and Security teams.
Proven ability to implement ITSM, monitoring, and knowledge systems.
Familiarity with regulated environments (GxP, 21 CFR Part 11) a plus.

Responsibilities

Develop and execute a global application support strategy and operating model.
Lead multi-tier support operations, incident management, and customer communications.
Define service levels, governance, and performance dashboards.
Own end-to-end release readiness and product supportability initiatives.
Drive continuous improvement and cross-functional alignment with Product and QA.