Application Support Manager

Location: Washington, DC (Onsite minimum 3 days a week) Classification: Exempt Compensation: $132,000.00 Overview Our team is looking for an experienced ASM to design and implement cloud solutions, provide cloud migration strategies, and modernize mission critical systems. As the ASM, you will recommend tools and capabilities based on your research of the current environment and knowledge of various on premise, cloud based, and hybrid resources. Responsibilities Manage, mentor, and develop a team of 20 application support specialists across multiple skill levels and disciplines Support the operational work in an ITSM, such as ServiceNow Develop operational reports that provide metrics on time-to-resolve closure rate Set performance goals, conduct reviews, and foster a culture of accountability and continuous improvement Handle resource planning, shift scheduling, and capacity management to ensure 24/7 coverage where required Recruit, onboard, and retain top talent Operational Excellence Define and track KPIs: ticket volume, MTTR, first-call resolution, customer satisfaction Implement ITIL-aligned processes for incident, problem, and change management Maintain documentation, knowledge bases, and disaster recovery procedures Oversee support operations for 20 applications spanning multiple business functions Establish and maintain SLAs for incident response, resolution times, and system availability Own escalation processes and serve as the senior point of contact for critical incidents Drive root cause analysis and implement preventive measures to reduce recurring issues Partner with infrastructure, architecture, and development teams to plan and execute cloud migration initiatives Ensure support readiness for migrated applications—updated runbooks, monitoring, and team training Manage the transition of support processes from on-premise to cloud-native tooling Identify opportunities to improve performance, scalability, and cost-efficiency post-migration Design and develop solutions to business problems in alignment with the enterprise architecture direction and standards. Perform technical planning, architecture development and modification of specifications related to on-premise migrating into a Cloud-based technology. Develop specifications for new Cloud products/services, applications, and service offerings. Develop and report storage metrics and performance standards that measure application speed, throughput requirements, while monitoring storage capacity, and estimating storage. Assess the compatibility and integration of Cloud products/services to ensure an integrated architecture across interdependent technologies. Interpret internal or external business issues and recommend best practices. Solving complex problems; taking a broad perspective to identify innovative solutions. Impact the achievement of customer, operational, project or service objectives; work is guided by department objectives. Communicate complex concepts; anticipate potential objections and influence others to adopt a different point of view. Requirements 7+ years in application support, IT operations, or a related field, with 3+ years managing teams of 10+ 10+ years’ experience in application system design and implementation. 5+ years’ experience in IT architecture and cloud migration methodology. Experience with Zero Trust and authentication solutions Bachelor’s or advanced degree in a related discipline. One or more of the following certifications: CCNP, CCNA, CISSP, AWS Solutions Architect, IAT Level II or higher. Proven experience supporting a diverse application portfolio in an enterprise environment Hands‑on involvement in cloud migration projects (AWS, Azure, or GCP) Strong understanding of ITIL frameworks and service management best practices Experience with monitoring, ticketing, and ITSM tools (e.g., ServiceNow, Datadog, PagerDuty, Splunk) Excellent communication skills—able to translate technical issues for non-technical stakeholders Cloud certifications (AWS Solutions Architect, Azure Administrator, GCP Professional) Experience with containerization (Docker, Kubernetes) and CI/CD pipelines Background in DevOps or SRE practices Familiarity with scripting or automation (Python, PowerShell, Terraform) Equal Employment Opportunity Statement As set forth in IntelliDyne Jobs for Veterans’ Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. We do not discriminate on the basis of disability, age, sexual orientation, gender identity, or any other protected category as defined by applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. #J-18808-Ljbffr IntelliDyne Jobs for Veterans