Lead, Enterprise Application Support

BHG Financial; United States; Remote; USD 100,000 - 150,000; Full time

Benefits offered by this job

Medical/Rx/Dental/Vision coverage

Company 401(k) with employer match

Training and certification programs

Volunteer opportunities

Job summary

BHG Financial is seeking a seasoned Application Support Leader to drive day-to-day operations, mentor staff, and ensure reliable enterprise app performance across Jira, Confluence, Salesforce, and related platforms.

You will partner with Engineering, Product, and vendors to deliver timely resolutions, develop SOPs, and improve support processes while maintaining excellent customer experience in a fast-paced environment.

Qualifications

• Bachelor’s degree in IT or equivalent work experience.
• 6+ years supporting and/or managing third-party enterprise server and cloud application platforms such as Salesforce, Aha!, Jira Software, Jira Service Management, Confluence, Azure DevOps, and GitHub.
• 3+ years of experience managing, developing, and leading professional Application Support team members.
• 1+ years of experience interacting with senior leadership at the Director level or above.
• 5+ years of experience with modern development tools and technologies including .NET/C#, Azure, PHP, AWS/Google Cloud.
• 5+ years working with SDLC methodologies (Waterfall, Scrum, Kanban) and Agile tools.
• 4+ years of advanced SQL and/or SOQL experience with complex joins and stored procedures.
• 2+ years programming or scripting in Java, Python, PowerShell, JavaScript, JQL, AQL, Apex, or similar.
• 4+ years creating technical documentation or SOPs for IT operations and support.

Responsibilities

• Lead day-to-day operations of the Application Support team with technical guidance and mentorship.
• Maintain, support, and improve enterprise applications ensuring reliable integrations and data flow.
• Monitor queues, ticket volume, and trends to identify issues and balance workloads.
• Troubleshoot and resolve complex technical issues; act as escalation point.
• Collaborate with Engineering, Product and cross-functional teams to communicate incidents and resolutions.
• Serve as SME for enterprise apps including Jira Software, Jira Service Management, Confluence, and others.
• Develop and maintain technical documentation, SOPs, and training materials.
• Drive IT support best practices including incident escalation and change control.
• Lead cross-functional projects with resources, timelines, risks, and milestones.
• Coordinate with vendors to troubleshoot, evaluate tools, and support upgrades.

Skills

Leadership

Team management

Troubleshooting

Customer service

Cross-functional collaboration

Communication skills

Incident management

On-call support

Education

Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience

Tools

Salesforce

Aha!

Jira Software

Jira Service Management

Confluence

Azure DevOps

GitHub

Microsoft Teams

Microsoft Office

Job description

BHG Financial is seeking a seasoned Application Support Leader to drive day-to-day operations, mentor staff, and ensure reliable enterprise app performance across Jira, Confluence, Salesforce, and related platforms.

You will partner with Engineering, Product, and vendors to deliver timely resolutions, develop SOPs, and improve support processes while maintaining excellent customer experience in a fast-paced environment.