About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $15 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary

The Sr. Manager - Application Support will lead the IT department in planning, implementing, and managing systems and infrastructure to support organizational objectives, developing policies to ensure industry compliance. This position leads multiple teams responsible for the support and lifecycle management of key enterprise applications, bridging technical leadership with business alignment to ensure reliability, scalability, and strategic fit.

The ideal candidate will bring a strong background in IT service delivery, a passion for process improvement, and the ability to lead teams through growth and change. This position will collaborate closely with business stakeholders, development teams, and IT leadership to drive operational excellence and innovation.

The Application Support Manager will report to the Director of IT Operations. This position will report to the Somerset NJ (HQ) office on a hybrid basis.

Role Description

• Lead the IT department in the planning, implementation, and management of IT systems and infrastructure to support organizational objectives.
• Evaluate our current Application Support organization and build an IT roadmap that aligns with our SHI support needs.
• Evaluate our current Application Support organization and build an IT roadmap that aligns with our SHI support needs.
• Support and maintain the lifecycle of IT-owned applications, including onboarding, configuration changes, and major incident response during both peak and non-peak business hours.
• Collaborate with our SHI-India team on best practices and support follow- the- sun support practices.
• Manage and mentor a team of IT professionals, fostering a culture of continuous learning and professional development.
• Oversee daily volume of tickets generated from each user ensuring SLAs are met.
• Design and deploy a mature lifecycle management strategy around SaaS
• Participate and assist with defining needs and enhancements with our ITSM tools.
• Develop and implement robust IT application support processes and procedures, ensuring timely incident resolution and minimizing downtime.
• Ensure robust cybersecurity measures are in place to protect the organization’s data and IT infrastructure.
• Develop and manage the IT department’s budget, ensuring efficient allocation of resources to meet strategic goals.
• Monitor and report on IT performance metrics, identifying areas for improvement and implementing corrective actions as needed.

Behaviors and Competencies

• Strategic Thinking: Can analyze complex situations, drive organizational transformation, and adapt strategies to changing market conditions.
• Leadership: Can lead strategic team initiatives, inspire others to take leadership roles, and foster a culture of shared responsibility and continuous improvement.
• Digital Acumen: Can lead strategic digital initiatives, inspire others to improve their digital acumen, and foster a culture of continuous digital improvement.
• Communication: Can lead and model exceptional communication at all levels of the organization, develop and implement communication strategies, and coach others to improve their communication skills.
• Change Management: Can lead and model exceptional change management at all levels of the organization, can develop and implement change management strategies, and can coach others to improve their change management skills.
• Problem-Solving: Can lead strategic problem-solving initiatives, inspire others to improve their problem-solving skills, and foster a culture of proactive problem-solving.
• Collaboration: Can lead complex team projects, inspire others to collaborate effectively, and foster a culture of mutual respect and shared purpose.
• Project and Goal Focus: Can lead strategic project initiatives, inspire goal-oriented focus in others, and foster an environment that values project alignment and optimization.
• Decision-Making: Can lead organizational decision-making, mentor others in developing decision-making skills, and create frameworks that enhance the decision-making capabilities of the team.
• Technical Expertise: Can create new applications for technical knowledge and skills and can lead the development of technical standards and procedures.

Skill Level Requirements

• Bachelors Degree or equivalent work experience required
• 5 years’ experience working in a support management role
• 5-10 years' experience in a technical support role
• Ability to oversee and direct projects to completion, ensuring goals are met and resources are utilized efficiently.
• Expertise in leveraging cloud-based platforms and services to build, deploy, and manage applications and data.
• Ability to diagnose and resolve technical problems in systems and processes.
• Expertise in protecting systems, networks, and data from digital attacks.
• Competence in managing and maintaining computer systems and networks to ensure optimal performance and security.
• Experience in ITIL methodologies and practical experience with IT Service Management processes, such as Incident, Problem, Change, Release, Knowledge, and Service Catalog management.

Other Requirements

• Previous experience using ServiceNow platform is a plus
• ITIL certification
• Microsoft/Azure technology related certification
• Ability to build out the Application Support organization to align with IT service offering, and organizational needs

The base salary range for this position is $130,000 - $185,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status