The Manager of Applications Support is responsible for leading and managing application support services and identity management across the organization, including enterprise, productivity, and business-critical applications, to ensure reliable, high-quality technology services that enable daily operations. This role provides service ownership for the application portfolio, overseeing support delivery, vendor coordination, and continuous improvement aligned with ITIL-based service management practices. In addition, the manager is accountable for strengthening and maturing identity and access management practices to ensure consistent, secure, and auditable access to applications and services. The position leverages tools such as ServiceNow to optimize incident, request, and knowledge management, develops team capabilities, and ensures timely issue resolution to support business continuity and a positive user experience.

Application Support Leadership

• Own service delivery for the organization’s application portfolio, including enterprise, productivity, and business applications (e.g., Yardi, Tenrox, Emburse, Deal Manager, Microsoft 365, and other SaaS platforms).
• Serve as application service owner, accountable for availability, performance, support models, and escalation management.
• Participate in application onboarding, lifecycle management, upgrades, integrations, and decommissioning.
• Partner with business stakeholders to understand application needs, prioritize enhancements, and resolve recurring issues.
• Coordinate with vendors and internal teams to ensure effective support and issue resolution.
• Establish standards for application support, documentation, ownership, and knowledge management.

End User Productivity & License Management

• Oversee support for enduser productivity and collaboration tools.
• Own software licensing and entitlement management, including usage monitoring and cost optimization.
• Ensure users have timely, appropriate access to applications while maintaining control and visibility.
• Partner with procurement and vendors on renewals and licensing strategy.

Identity & Access Management

• Improve and formalize IAM processes that support application access and user productivity.
• Own and enhance identity lifecycle management (joiner, mover, leaver) in coordination with HR and IT teams.
• Administer and evolve identity services including Microsoft Entra ID (Azure AD), AD Connect, and related tools.
• Define and maintain rolebased access standards aligned to applications and job functions.
• Support access reviews, audits, and leastprivilege initiatives in collaboration with Security and Compliance.
• Identify opportunities to improve automation, consistency, and reliability in access provisioning.

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 6+ years of experience in IT support operations, with at least 3 years in a leadership role.
• Strong understanding of ITIL framework; ITIL Foundation certification preferred.
• Experience leading or providing application support.
• Working knowledge of identity and access management concepts and user lifecycle processes.
• Handson experience with Microsoft Entra ID (Azure AD) and Active Directory.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Experience supporting Windows environments, desktop hardware, and enterprise applications.
• Experience with Yardi, Tenrox, Emburse, Deal Manager is preferred.

• Proven ability to manage and develop technical teams in a fast-paced environment.
• Excellent communication, problem-solving, and organizational skills.
• Experience working in a multi-site or remote support environment is a plus.

• A variety of Medical, dental, and vision benefit plans
• Health Savings Account with a generous employer contribution
• Company paid life and disability insurance
• 401(k) savings plan, with company match
• Comprehensive paid time off, including: vacation days, 10 designated holidays, sick time, and bereavement leave
• Up to 16 hours of volunteer time off
• Up to 16 weeks of Paid Parental Leave
• Ongoing professional development programs
• Wellness program, including monthly and quarterly prizes
• And more!