Application Support Manager

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions - all in one place.

Essential Functions/Duties/Responsibilities

• Execute comprehensive communication plans for support operations, coordinating with development, compliance, customer success, and executive teams to ensure aligned service delivery.
• Demonstrate ability to recognize and hire talent that strengthens the support organization, identifying candidates with strong technical troubleshooting skills and customer service orientation.
• Use both objective and subjective measurements to guide staff ratings and development plans, ensuring team members receive appropriate feedback and career growth opportunities.
• Create appropriate staff level development goals that align with individual capabilities and support team objectives while fostering technical skill advancement.
• Handle critical conversations with staff regarding performance, escalations, customer feedback, and professional development in a constructive and supportive manner.
• Effectively mentor and improve technical and customer service skills appropriate to each team member's level, ensuring continuous development in troubleshooting and platform expertise.
• Set accurate time estimates for support activities assigned to the team, ensuring realistic planning for incident resolution and project support commitments.
• Maintain accountability for work product of the team, ensuring all support deliverables meet quality standards and customer satisfaction requirements.
• Delegate effectively, distributing support cases and projects based on individual strengths and development needs while maintaining oversight and guidance.
• Maintain team's effectiveness, quality, and morale during high-pressure periods, platform outages, and organizational changes affecting support operations.
• Oversee comprehensive job monitoring and system health surveillance for payroll tax platforms, ensuring proactive identification of performance issues and potential service disruptions.
• Manage incident triage processes to ensure proper prioritization, escalation, and resolution of platform issues while maintaining customer communication and expectation management.
• Coordinate ad-hoc analysis and investigation of platform anomalies, performance issues, and customer-reported problems to identify root causes and prevent recurrence.
• Lead customer ticket support operations including assignment, tracking, resolution, and customer communication to ensure timely and satisfactory problem resolution.
• Implement AI tools and automation to enhance support efficiency, automate routine tasks, and improve incident detection and resolution capabilities.
• Ensure established standards and best practices are consistently used across all support activities, incident management, and customer interactions.
• Communicate successes of individuals and the team effectively to senior leadership, highlighting support achievements and customer satisfaction improvements.
• Provide innovation and process improvement guidance to enhance support methodologies, reduce resolution times, and improve overall platform reliability.

Competencies

• Strong technical understanding of payroll tax platforms including system architecture, database operations, integration points, and common failure modes.
• Proven leadership and people management capabilities with experience building and developing high-performing technical support teams.
• Excellent troubleshooting and analytical skills with ability to guide team through complex technical investigations and root cause analysis.
• Strong customer service orientation with understanding of how support operations impact customer satisfaction and business relationships.
• Incident management and ITIL methodology expertise with experience implementing structured support processes and service level agreements.
• Proficiency with monitoring and alerting tools including application performance monitoring, log analysis, and automated incident detection systems.
• Knowledge of payroll tax compliance requirements sufficient to understand business impact of platform issues and prioritize resolution efforts appropriately.
• Project management and coordination abilities to effectively manage multiple support initiatives while maintaining service quality.
• Coaching and mentoring abilities to develop team members' technical skills, troubleshooting capabilities, and career progression.

Supervisory Responsibility

This role has direct supervisory responsibility for a team of Technical Support Specialists focused on payroll tax platforms. Responsibilities include performance management, professional development, goal setting, hiring decisions, and coordination of support operations.

Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, or related technical field.
• 8+ years of technical support experience with focus on enterprise applications, preferably in payroll, tax, or financial services environments.
• 5+ years of application support experience including job monitoring, incident triage, troubleshooting, and customer ticket resolution.
• 3+ years of management or team leadership experience with responsibility for staff development, performance management, and support operations.
• Strong understanding of database systems, particularly Microsoft SQL Server, including query optimization and performance troubleshooting.
• Experience with monitoring tools, log analysis platforms, and automated alerting systems for proactive issue identification.
• Proven track record of hiring and developing support talent with ability to assess technical skills, coach performance, and create development pathways.

Preferred Skills

• Basic understanding of payroll tax principles and compliance requirements sufficient to understand business context of platform issues.
• ITIL certification or equivalent service management credentials demonstrating structured approach to support operations.
• Experience with payroll or tax software platforms with understanding of batch processing, regulatory reporting, and compliance validation.
• Advanced experience with application performance monitoring tools such as New Relic, AppDynamics, or similar platforms.
• Scripting and automation skills in PowerShell, Python, or similar languages for process improvement and efficiency gains.
• Experience with AI tools for support enhancement including automated ticket routing, intelligent alerting, and predictive maintenance capabilities.
• Cloud platform experience with AWS, Azure, or similar environments including monitoring and troubleshooting cloud-based applications.
• Customer service management experience with understanding of SLA management, customer communication, and satisfaction measurement.
• Leadership development training or certification with focus on team building, performance management, and coaching methodologies.
• Experience with ticketing systems and knowledge management platforms for efficient case management and information sharing.
• Budget management experience with understanding of support cost optimization and resource allocation strategies.

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.