Application Support Manager

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.

Essential Functions/Duties/Responsibilities

- Execute comprehensive communication plans for support operations, coordinating with development, compliance, customer success, and executive teams to ensure aligned service delivery.
- Demonstrate ability to recognize and hire talent that strengthens the support organization, identifying candidates with strong technical troubleshooting skills and customer service orientation.
- Use both objective and subjective measurements to guide staff ratings and development plans, ensuring team members receive appropriate feedback and career growth opportunities.
- Create appropriate staff level development goals that align with individual capabilities and support team objectives while fostering technical skill advancement.
- Handle critical conversations with staff regarding performance, escalations, customer feedback, and professional development in a constructive and supportive manner.
- Effectively mentor and improve technical and customer service skills appropriate to each team member's level, ensuring continuous development in troubleshooting and platform expertise.
- Set accurate time estimates for support activities assigned to the team, ensuring realistic planning for incident resolution and project support commitments.
- Maintain accountability for work product of the team , ensuring all support deliverables meet quality standards and customer satisfaction requirements.
- Delegate effectively , distributing support cases and projects based on individual strengths and development needs while maintaining oversight and guidance.
- Maintain team's effectiveness, quality, and morale during high-pressure periods, platform outages, and organizational changes affecting support operations.
- Oversee comprehensive job monitoring and system health surveillance for payroll tax platforms, ensuring proactive identification of performance issues and potential service disruptions.
- Manage incident triage processes to ensure proper prioritization, escalation, and resolution of platform issues while maintaining customer communication and expectation management.
- Coordinate ad-hoc analysis and investigation of platform anomalies, performance issues, and customer-reported problems to identify root causes and prevent recurrence.
- Lead customer ticket support operations including assignment, tracking, resolution, and customer communication to ensure timely and satisfactory problem resolution.
- Implement AI tools and automation to enhance support efficiency, automate routine tasks, and improve incident detection and resolution capabilities.
- Ensure established standards and best practices are consistently used across all support activities, incident management, and customer interactions.
- Communicate successes of individuals and the team effectively to senior leadership, highlighting support achievements and customer satisfaction improvements.
- Provide innovation and process improvement guidance to enhance support methodologies, reduce resolution times, and improve overall platform reliability.

Competencies

- Strong technical understanding of payroll tax platforms including system architecture, database operations, integration points, and common failure modes.
- Proven leadership and people management capabilities with experience building and developing high-performing technical support teams.
- Excellent troubleshooting and analytical skills with ability to guide team through complex technical investigations and root cause analysis.
- Strong customer service orientation with understanding of how support operations impact customer satisfaction and business relationships.
- Incident management and ITIL methodology expertise with experience implementing structured support processes and service level agreements.
- Proficiency with monitoring and alerting tools including application performance monitoring, log analysis, and automated incident detection systems.
- Knowledge of payroll tax compliance requirements sufficient to understand business impact of platform issues and prioritize resolution efforts appropriately.
- Project management and coordination abilities to effectively manage multiple support initiatives while maintaining service quality.
- Coaching and mentoring abilities to develop team members' technical skills, troubleshooting capabilities, and career progression.

Supervisory Responsibility

This role has direct supervisory responsibility for a team of Technical Support Specialists focused on payroll tax platforms. Responsibilities include performance management, professional development, goal setting, hiring decisions, and coordination of support operations.

Qualifications and Experience

- Bachelor's degree in Computer Science, Information Technology, or related technical field.
- 8+ years of technical support experience with focus on enterprise applications, preferably in payroll, tax, or financial services environments.
- 5+ years of application support experience including job monitoring, incident triage, troubleshooting, and customer ticket resolution.
- 3+ years of management or team leadership experience with responsibility for staff development, performance management, and support operations.
- Strong understanding of database systems, particularly Microsoft SQL Server, including query optimization and performance troubleshooting.
- Experience with monitoring tools, log analysis platforms, and automated alerting systems for proactive issue identification.
- Proven track record of hiring and developing support talent with ability to assess technical skills, coach performance, and create development pathways.

Preferred Skills

- Basic understanding of payroll tax principles and compliance requirements sufficient to understand business context of platform issues.
- ITIL certification or equivalent service management credentials demonstrating structured approach to support operations.
- Experience with payroll or tax software platforms with understanding of batch processing, regulatory reporting, and compliance validation.
- Advanced experience with application performance monitoring tools such as New Relic, AppDynamics, or similar platforms.
- Scripting and automation skills in PowerShell, Python, or similar languages for process improvement and efficiency gains.
- Experience with AI tools for support enhancement including automated ticket routing, intelligent alerting, and predictive maintenance capabilities.
- Cloud platform experience with AWS, Azure, or similar environments including monitoring and troubleshooting cloud-based applications.
- Customer service management experience with understanding of SLA management, customer communication, and satisfaction measurement.
- Leadership development training or certification with focus on team building, performance management, and coaching methodologies.
- Experience with ticketing systems and knowledge management platforms for efficient case management and information sharing.
- Budget management experience with understanding of support cost optimization and resource allocation strategies.

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration , and hard work. As an organization experienc ing routine strategic growth, we are always on the lookout for intelligent, talented , and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility , and professional development with opportunities of all kinds.