Application Support Manager

About the role

The Application Support Manager will establish and lead a unified Tier 1 and Tier 2 application support function across the Strategic Deterrence Applications (SD Apps) Program. This role will operate and coordinate support, apply and standardize established support processes, coordinate workload and escalation, and help build the ServiceNow structures, processes, and reporting needed for a dependable, scalable support model.

Responsibilities

• Operate and coordinate a unified Tier 1 and Tier 2 application support function across the SD Apps portfolio.
• Apply and standardize established support processes for intake, triage, routing, escalation, and customer communication to improve consistency and repeatability.
• Carefully coordinate day-to-day support workload, coverage, and priorities, and provide programmatic direction and informal mentoring to lower-tier support staff.
• Follow and apply defined escalation paths from Tiers 1 and 2 into Tiers 3 and 4. This includes coordinating with infrastructure, platform, application teams, and/or vendor support when higher-tier response is needed.
• Maintain working relationships with relevant LLNL help desk support teams to clarify support boundaries, handoffs, and escalation expectations.
• Help establish and maintain the SD Apps application portfolio in ServiceNow, including business services, assignment groups, and support workflows, in partnership with the LivIT Enterprise Service Management Office (eSMO).
• Build and maintain dashboards and operational reporting, tracking metrics such as ticket volume, response and resolution time, backlog, escalation rate, and recurring issue patterns.
• Develop and maintain support process documentation, escalation guidance, and knowledge base content to reduce reliance on informal knowledge.
• Perform other duties as assigned.

Qualifications

• Ability to obtain and maintain a U.S. DOE Q-level security clearance which requires U.S. citizenship.
• Bachelor’s degree in science, technology, engineering, business, information systems, or related field, or equivalent combination of education and related experience.
• Comprehensive experience providing or coordinating application or IT help desk support in a multi-team environment, such as intake, triage, routing, and escalation.
• Broad working knowledge of IT service management (ITSM) concepts, tools, and processes such as service-desk or ITSM platforms (e.g., ServiceNow or comparable systems), assignment groups, business services, and support workflows.
• Broad experience creating support documentation, knowledge base content, or standard operating procedures, and using metrics or reporting to monitor and improve support operations.
• Proficient verbal and written communication skills necessary to collaborate effectively across teams and to present and explain technical or operational information.
• Ability to work with limited direction on moderately complex assignments in a highly collaborative environment.

Additional Qualifications

• At the TSS.3 level: Demonstrated ability to lead independent work and provide direction to others, including setting standards and priorities where requirements are not well defined.
• Advanced knowledge of support operations and service-management practices, with experience establishing or maturing a support function, team, or escalation model.
• Advanced verbal and written communication, collaboration, and facilitation skills necessary to advise management and stakeholders, negotiate support boundaries and handoffs, and align escalation expectations across organizational lines.