Manager - Application Support

Tech Support - Application Support Senior Manager

The Application Support Senior Manager plays a crucial role in shaping and communicating a forward-looking vision for their departments. This role involves managing individual performance, establishing and monitoring KPIs, and ensuring compliance with policies and procedures. Our Tech Support Managers are not only effective coaches and mentors but also adept problem solvers who are ready to work alongside their teams on the front lines. This role works closely with Product Managers on Engineering teams, as well as engineers themselves.

What You Will Do

• Lead and inspire a team of 8 to 14 level 1 and 2 application support engineers responsible for addressing incident tickets from Wayfair employees. Focus areas include Order Systems and Storefront Bugs, ensuring timely and effective resolution of technical support requests related to proprietary software.
• Develop rotational schedules to ensure team coverage and provide staff with growth opportunities.
• Optimize escalation procedures to maintain service levels and ensure efficient resolution of issues.
• Collaborate with engineering teams to resolve urgent and complex support issues using Problem Management methodologies.
• Serve as the primary escalation point for all requests and incidents, fostering strong relationships with local leadership and internal customers.
• Create and manage comprehensive reports for upper management, detailing trends and known errors. Additionally, Leverage ticket data to identify issue trends and create action plans to return to normal
• Develop and train staff on hardware break/fix, proprietary applications and software troubleshooting. 
• Mentor and develop team growth by identifying areas for improvement and pathways to advancement. 
• Facilitate a weekly team meeting with direct reports cascading information and ensuring alignment across departments. 
• Establish and maintain a positive, productive relationship with Operational Stakeholders and other Technology teams 
• Conduct regular staff meetings and semi-annual performance evaluations

What You Will Need

• You take initiative, have  good organizational skills, sound business judgment, and excellent written/verbal English skills 
• Experience with a help desk ticketing system is a must; knowledge of Service Now is a plus
• Background in QA a plus. 
• Proven ability to motivate, develop, and direct team members
• Experience working in a fast paced, cross-functional and multi-team environment
• Able to receive direction and produce results in a timely manner with minimum oversight
• ITIL v4 Foundation certification and Problem Management understanding a plus

Additional Requirements

• Travel to Europe or North America at least two weeks annually
• Scheduled shift is Monday through Friday daytime european hours with on call and off hours availability 
• There will be PTO blackout times during major sales events and peak times