Manager Applications Support

Job Description

Job Description

Overview

For more than 170 years, Elwyn has been leading the way in supporting children, teens, and adults with autism, intellectual and developmental disabilities, and behavioral health challenges. As a mission-driven nonprofit, we’re here to create real change – helping people lead meaningful, fulfilling lives.

Now, we’re looking for passionate team members to join us. Here, your work will change lives – including your own. You’ll make an impact every day, find purpose in what you do, and grow in a career that truly matters.

At Elwyn, we take care of you while you care for others. We offer:

• Generous Paid Time Off
• Comprehensive Medical/Dental/Vision Benefit Packages
• Earned Wage Access/On-Demand Pay
• Paid On-the-Job Training
• Tuition Reimbursement
• Career Advancement Opportunities and Growth
• Flexible Schedules
• Retirement Savings Plan

Join us and be a part of something bigger. Apply today.

Responsibilities

The Manager, Applications Support is responsible for leading the governance, support, optimization, continuous improvement, and strategic direction of the organization's enterprise applications while overseeing application support personnel and enterprise technology initiatives.

This position provides strategic and operational leadership for enterprise applications, vendor relationships, resource planning, compliance, information security controls, and technology implementation projects. The incumbent exercises independent judgment and discretion regarding application strategy, prioritization of work, resource allocation, business process improvements, vendor management, and technology investments to ensure systems effectively support organizational objectives and deliver reliable, secure, and scalable solutions that meet organizational needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Team Leadership & People Management
• Direct, supervise, coach, develop, and mentor assigned application support personnel.
• Participate in recruiting, interviewing, hiring, onboarding, workforce planning, succession planning, employee development, and corrective action processes.
• Conduct performance evaluations and provide ongoing coaching and feedback to staff.
• Establish departmental goals, performance expectations, productivity standards, and development plans.
• Assign, prioritize, and monitor work activities to ensure alignment with departmental and organizational objectives.
• Recommend staffing changes, promotions, compensation actions, and other employment decisions.
• Develop workforce plans to ensure adequate operational and project support coverage.
• Foster a culture of accountability, collaboration, continuous improvement, and customer service excellence.
• Application Support & Operations
• Oversee daily operations of enterprise application support, ensuring high availability, performance, reliability, and scalability across business-critical systems.
• Lead and supervise application analysts, system administrators, CRM analysts, and support personnel by establishing priorities, monitoring productivity, evaluating performance, and ensuring achievement of departmental goals.
• Establish and enforce support processes, service level agreements (SLAs), escalation procedures, and documentation standards.
• Monitor system health, troubleshoot complex issues, and coordinate with vendors and internal teams to resolve incidents.
• Drive root-cause analysis efforts and implement long-term corrective actions to prevent recurring issues.
• Maintain application configurations, security roles, integrations, and data integrity across enterprise platforms.
• Oversee testing strategies, quality assurance standards, release management processes, and application documentation practices.
• Create or oversee specifications for customizations, configurations, custom code, APIs, data migrations, and integration requirements.
• Conduct regular system audits to validate configuration accuracy, data quality, integration health, and compliance with internal controls.
• Perform periodic user access reviews to ensure appropriate role assignments, least-privilege access, and compliance with security and regulatory requirements.
• Establish governance standards and oversight processes to ensure application development and support activities align with organizational architecture, security requirements, compliance obligations, and technology standards.
• Application Governance
• Establish and maintain application governance frameworks, operational standards, change-management procedures, and application lifecycle management practices.
• Develop and maintain policies, procedures, and internal controls supporting application administration and support activities.
• Evaluate operational, security, compliance, and business risks associated with application configurations, integrations, and customizations.
• Ensure enterprise applications support organizational compliance with applicable healthcare, privacy, financial, regulatory, and accreditation requirements.
• Monitor and report on application performance, support metrics, service levels, and operational effectiveness.
• Vendor & Contract Management
• Serve as the primary relationship manager for application vendors, implementation partners, consultants, and managed service providers.
• Evaluate vendor performance and ensure compliance with contractual obligations and service-level commitments.
• Participate in software evaluations, procurement activities, contract reviews, and technology selection decisions.
• Escalate and manage vendor performance issues that may impact business operations.
• Collaborate with vendors and business stakeholders to identify opportunities for system enhancements and process improvements.
• Financial & Resource Management
• Assist in the development and administration of budgets associated with enterprise applications, software licensing, maintenance agreements, support services, and implementation projects.
• Monitor expenditures and resource utilization to ensure cost-effective operations.
• Evaluate and recommend technology investments based on organizational priorities, business value, and operational needs.
• Participate in long-range planning related to application support staffing, technology investments, and system lifecycle management.
• System Implementation & Project Delivery
• Lead full lifecycle system implementations, including requirements gathering, solution design, configuration, testing, deployment, training, and post-go-live support.
• Determine project scope and estimate effort requirements for various phases of software implementation and enhancement initiatives.
• Partner with business stakeholders to translate operational needs into functional and technical requirements.
• Coordinate cross-functional teams, including IT staff, business units, vendors, and consultants, to ensure successful project delivery.
• Oversee user acceptance testing, training activities, communication plans, and change-management efforts to support user adoption.
• Ensure implementations align with enterprise architecture, security standards, compliance requirements, and long-term technology strategies.
• Develop and maintain enterprise application roadmaps aligned with organizational goals and priorities.
• Assess emerging technologies and recommend enhancements that improve operational effectiveness, user experience, scalability, and business outcomes.
• Partner with executive and operational leadership to prioritize technology initiatives and support strategic business objectives.
• Exercise independent judgment in evaluating competing business priorities, implementation approaches, project risks, and resource requirements.

QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field required.
• Minimum of five (5) to eight (8) years of experience supporting enterprise applications in a complex organizational environment.
• Minimum of three (3) years of experience leading technical teams, supervising staff, or managing cross-functional projects.
• Demonstrated experience leading system implementations, upgrades, and enterprise application deployments.
• Strong understanding of IT service management principles, including incident management, change management, problem management, and operational controls.
• Experience establishing governance practices, support processes, and service delivery standards.
• Proficiency with project management and collaboration tools, including JIRA, Confluence, Microsoft Visio, Microsoft Teams, and SharePoint.
• Strong understanding of relational databases, data structures, SQL query development, reporting tools, and data integration concepts.
• Demonstrated knowledge of software development lifecycle methodologies and application support best practices.
• Experience with systems integration, data migration, and enterprise application architecture concepts.
• Strong analytical, critical thinking, and problem-solving skills.
• Excellent written, verbal, presentation, and stakeholder-management skills.
• Ability to communicate effectively with technical and non-technical stakeholders at all organizational levels.
• Demonstrated ability to manage multiple priorities, allocate resources, and make sound business decisions using independent judgment.
• Experience with vendor management, contract administration, and technology procurement processes preferred.
• Experience in healthcare, behavioral health, human services, or other regulated environments preferred.