Remote Application Support Manager – Payroll & AI

OSV; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

OneSource Virtual (OSV) is seeking a senior leader to manage payroll tax platform support operations, driving technical excellence and customer satisfaction across enterprise applications. The role emphasizes hiring and developing talent, incident management, and implementing automation to boost efficiency.

You will coordinate cross-functional teams, set performance goals, and mentor staff while maintaining service quality during platform outages and high-pressure periods.

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• 8+ years of technical support experience in enterprise apps.
• 5+ years of application support including monitoring and incident triage.
• 3+ years of management or team leadership.
• Strong SQL Server knowledge and performance troubleshooting.
• Experience with monitoring/log analysis and automated alerting.
• Experience hiring and developing support talent.

Responsibilities

• Execute comprehensive communication plans for support operations with cross-team coordination.
• Hire talent and identify candidates with strong troubleshooting and customer service.
• Set accurate time estimates for support activities and incidents.
• Mentor staff to improve technical and customer service skills.
• Lead customer ticket support operations from assignment to resolution.
• Implement AI tools and automation to enhance support efficiency.

Skills

Payroll tax platforms

Technical leadership

Troubleshooting

Customer service

ITIL

Monitoring tools

Automation / AI tools

Cloud platforms

Hiring & development

Education

Bachelor's in CS/IT

Tools

New Relic

AppDynamics

SQL Server

PowerShell

Python

Job description

OneSource Virtual (OSV) is seeking a senior leader to manage payroll tax platform support operations, driving technical excellence and customer satisfaction across enterprise applications. The role emphasizes hiring and developing talent, incident management, and implementing automation to boost efficiency.

You will coordinate cross-functional teams, set performance goals, and mentor staff while maintaining service quality during platform outages and high-pressure periods.