Production Application Support Manager – Denver, CO

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 The candidate will be a part of Gen II Technology Group. The Application Support Manager is responsible for the maintenance, support, and retirement/upgrade of systems at our firm’s core.  The candidate will strategize on the approach, collaborate on business needs, and partner with the in-house team and external providers to measure performance and support needs over time. The candidate will be accountable for client experience and satisfaction based on uptime reliability, performance, and smooth operations of the application’s support including issue resolution. The Production Application Support Manager will be responsible for establishing strong partnerships with those vendors, and in-house development staff and setting clear expectations on application performance, support needs, and frequent issue trends.

Primary Responsibilities Will Include:

  • Owning the Internal and external client satisfaction and experience
  • Perform application support leadership functions, such as defining strategy, measuring application performance, impact on infrastructure, defining KPIs, and mentoring team members.
  • Assist and support business teams on day-to-day requests.
  • Act as an IT referent for the business users by mastering different in-house platforms and interfaces Responsible for establishing and managing the production support budget.
  • Responsible for managing Third Party Service providers, support desk etc.
  • Responsive to a distributed / highly remote user base.
  • Continue to build best in class Production support desk with service levels for identifying recurring issues and owning the resolution to completion
  • Cultivate and build a Service Level Agreement and due date focused engineering culture.
  • Collaborate with your peers and leadership to help define our technical direction and product/project roadmaps.
  • Communicate frequently with all stakeholders to provide project status, risk analysis, technical recommendations and resource constraints that may impact strategic direction.
  • Troubleshoot production issues and support triage, reporting, and correction of production software.
  • Participate in SOC 1 & SOC2 accreditation.
  • Provide technical support to all Gen II Group branches (onsite and remote)
  • Work with colleagues to identify IT problems and advise on the possible solution(s)
  • Configure software solutions as defined by the IT group
  • Work on IT Administration (creation of new user accounts, password resets, etc.…)
  • Provide basic training to the employees on the most common applications
  • Act as a liaison between the Gen II IT Group and partners (resellers, integrators, 3rd application vendors)
  • Maintain the Gen II Helpdesk Ticketing System
  • Escalate highly technical issues to the appropriate engineers or Partners
  • Perform other job-related duties as assigned

Job Requirements, Skills, Education, and Experience:

  • Comfortable working hands-on while leading and growing a small team.
  • Demonstrated experience managing support teams and developing direct reports through promotion, performance review communication, accountability, and motivation/engagement.
  • Deep understanding of how to build an efficient IT support operation including proactive monitoring and high levels of automation.
  • A history of working in fast-moving environments handling multiple, competing priorities.
  • Excellent written and verbal communication skills with the ability to present complex technical information clearly and concisely to various audiences.
  • 2-5 years of experience
  • Experience/Knowledge of programming in SQL.
  • Strong Excel skills.
  • Ability to manipulate large sets of data.
  • Fast learning and ability to adapt quickly to a new environment.
  • Ability to prioritize, think independently, and handle multi-tasks.
  • High analytical ability and thinking out of the box.
  • Strong attention to details
  • Fluent in English.
  • Bachelor’s degree in accounting and related technology experiences a definite plus.

Nice to have:

  • Knowledge of the Fund Accounting platform
  • Knowledge of a treasury management system
  • Knowledge of Private Equity/Real estate or corporate finance

 The salary range for this position is $90,000-$150,000, in addition to a discretionary bonus and comprehensive benefits package. Please note that the actual salary offer within that range will depend on the candidates experience level.

Work Arrangement

All applicants applying to Gen II Fund Services, LLC must be legally authorized to work in the United States. Please note that all US employees are required to work a hybrid schedule, comprised of a minimum of three (3) days a week in our office and two (2) days remotely.