IT Enterprise Application Support Manager

The IT Enterprise Applications Support Manager is responsible for leading the support, maintenance, and administration of enterprise-level applications used across the organization. This role ensures the availability, performance, and scalability of business-critical software systems, providing leadership for the applications support team, and collaborating with other IT teams to drive the continuous improvement of enterprise application services.

The manager will work closely with business stakeholders, vendors, and technical teams to troubleshoot, upgrade, and optimize applications, aligning them with the company’s strategic objectives. This role is vital in ensuring the stability of enterprise applications, resolving technical issues, and implementing best practices for application management.

Responsibilities:

The IT EAS Manager's job is composed of a variety of activities, including very tactical, operational, and strategic activities in support of the enterprises program initiatives, such as:

• Team Leadership
• Application Support & Maintenance
• Business Stakeholder Engagement
• Incident & Problem Management
• Vendor & License Management
• System Upgrade & Improvements
• Governance & Compliance
• Project Management

Strategic Support and Management

• Lead, mentor, and develop a team of application systems administrators, SQL Server DBAs, and DevOps engineers to ensure smooth daily operations. Oversee the resolution of tickets by setting priorities and guaranteeing timely, high-caliber support. Conduct performance evaluations, offer coaching, and promote ongoing professional growth within the support team.
• Manage the day-to-day support, troubleshooting, and configuration of enterprise applications such as Oracle ERP Fusion, PeopleSoft Financials and PeopleSoft Human Capital Management, and other critical business systems. Ensure the availability, security, and performance of these systems through monitoring and proactive issue resolution. Coordinate with software vendors for issue escalation, patch management, and version upgrades.
• Act as the primary point of contact for business stakeholders, understanding their needs and ensuring enterprise applications support business objectives. Collaborate with business units to gather requirements, identify pain points, and recommend enhancements or new solutions to improve productivity.
• Lead root cause analysis for application incidents and ensure timely resolution of recurring issues. Implement and document procedures for the application lifecycle, including issue tracking, testing, change management, and disaster recovery.
• Coordinate system upgrades, migrations, and integrations, ensuring minimal disruption to the business. Analyze and recommend improvements to current processes and systems to enhance efficiency and reduce system downtime. Ensure application software is up to date with the latest features and security patches.
• Ensure enterprise applications comply with internal and external regulations, standards, and security policies. Maintain accurate documentation related to application architecture, processes, and configurations. Develop and maintain policies and procedures to ensure system integrity, data protection, and regulatory compliance.
• Manage relationships with third-party vendors, ensuring service level agreements (SLAs) are met. Oversee software licensing agreements and ensure compliance with usage requirements.
• Participate in or lead enterprise application-related projects, ensuring they are completed on time, within scope, and within budget. Participate in or lead enterprise application-related projects, ensuring they are completed on time, within scope, and within budget.
• Provide strategic risk guidance for IT projects, including the evaluation and recommendation of technical controls.
• Develop and oversee effective disaster recovery policies and standards to align with enterprise business continuity management program goals. Coordinate the development of implementation plans and procedures to ensure that business-critical services are recovered in the event of a disaster recovery or outage event.
• Develop a metrics and reporting system to assess the EAS team's efficiency and effectiveness, ensure proper resource allocation, and enhance the team's overall maturity.
• Research, evaluate, design, test, recommend or plan the implementation of new or updated software, and analyze its impact on the existing environment; provide technical and managerial expertise.

Requirements:

• A minimum of 10 years of IT experience, with 5 years in an IT application support role and at least 3 years in a manager capacity.
• A bachelor's degree in information systems or equivalent work experience.
• Experience with enterprise applications such as ERP (Oracle Fusion and PeopleSoft) CRM systems or other business-critical software.
• Strong knowledge of IT service management (ITSM) frameworks and best practices.
• Exhibit excellent analytical skills, the ability to manage multiple projects under strict timelines, as well as the ability to work well in a demanding, dynamic environment and meet overall objectives.
• Project management skills: financial/budget management, scheduling, and resource management.
• Experience in SaaS or cloud-based application management.
• Familiarity with scripting or basic coding to support application automation.
• Experience with Agile or DevOps methodologies.
• Experience working with legal, audit and compliance staff.
• Experience developing and maintaining policies, procedures, standards, and guidelines.
• Strong leadership abilities, with the capability to develop and guide information technology team members and work with minimal supervision.
• Strong verbal, written, and interpersonal communication skills, capable of effectively interacting with IT teams, project developers, management, and business staff.

Benefits & Perks:

401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.

UniFirst is an international leader in garment & Uniform services industry. We currently employ over 14,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.

We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team. 

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws

UniFirst is an equal employment/affirmative action employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to TalentAcquisition@unifirst.com or call to let us know the nature of your request.

UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.