Senior Application Support Manager - Enterprise & Gov IT

London Approach; Fort Washington (Montgomery County); On-site; USD 90,000 - 140,000; Full time

Job summary

London Approach seeks an IT Customer Support Manager to lead a technical support team serving enterprise applications and underlying environments. The role blends people leadership, customer service, and hands‑on problem solving across Windows Server environments and modern infrastructure.

You will manage day‑to‑day operations, ensure issues meet service commitments, and act as escalation for high‑impact incidents, working across application and systems layers in regulated settings.

Qualifications

• Proven experience leading technical support teams in enterprise environments.
• Strong customer service management with SLA accountability.
• Experience with incident, change, and knowledge management frameworks (ITIL).
• Proficient in SQL for troubleshooting and data analysis.
• Scripting skills for automation (PowerShell or Python).

Responsibilities

• Lead and develop a team of application support engineers, help desk analysts, and professionals.
• Oversee daily operations, prioritization, escalation, and quality of resolutions.
• Coach, review performance, and drive staff development and recruitment.

Skills

People leadership

Customer service management

Incident management

SQL

PowerShell/Python scripting

Windows Server

ITIL knowledge

DevOps collaboration

Tools

SQL Server

Job description

London Approach seeks an IT Customer Support Manager to lead a technical support team serving enterprise applications and underlying environments. The role blends people leadership, customer service, and hands‑on problem solving across Windows Server environments and modern infrastructure.

You will manage day‑to‑day operations, ensure issues meet service commitments, and act as escalation for high‑impact incidents, working across application and systems layers in regulated settings.