Job Description

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 1,600 customers and $250+ 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.

Position Summary/Objective

The Application Support Manager leads a team of Application Support Analysts responsible for supporting OneSource Virtual's enterprise applications across Payroll Tax, Treasury Management, and other key OSV service areas. This role requires a skilled people leader with a strong understanding of application support methodologies, incident management, operational monitoring, and customer service. The Manager is accountable for team performance, professional development, support operations, service quality, and effective cross-functional communication. This position combines leadership and application support expertise to ensure reliable service delivery, timely issue resolution, and continuous improvement across supported applications and business services.

Essential Functions/Duties/Responsibilities

• Execute comprehensive communication plans for support operations, coordinating with Product, Development, Infrastructure, Operations, Compliance, Customer Success, and leadership teams to ensure aligned service delivery.
• Demonstrate the ability to recognize and hire talent that strengthens the Application Support organization, identifying candidates with strong technical troubleshooting, analytical, ownership, and customer service capabilities.
• Use objective and qualitative measures to guide performance ratings and development plans, ensuring team members receive meaningful feedback and appropriate career growth opportunities.
• Create staff development goals that align individual capabilities and career interests with team objectives while advancing technical, business, and customer service skills.
• Handle critical conversations with staff regarding performance, escalations, customer feedback, accountability, and professional development in a constructive and supportive manner.
• Effectively mentor and improve technical, analytical, communication, and customer service skills appropriate to each team member's level, ensuring continuous development in troubleshooting and platform expertise.
• Set accurate time estimates and priorities for support activities assigned to the team, ensuring realistic planning for incident resolution, operational commitments, and project support.
• Maintain accountability for the work product of the team, ensuring support deliverables meet established standards for quality, accuracy, documentation, timeliness, and customer service.
• Delegate effectively, distributing support responsibilities and projects based on business priorities, capacity, individual strengths, and development needs while maintaining appropriate oversight.
• Maintain team effectiveness, quality, engagement, and morale during high-volume periods, critical incidents, service disruptions, and organizational or technology changes.
• Lead Application Support operations across Payroll Tax, Treasury Management, and other key OSV service areas, providing oversight of ticket management, incident triage, escalation, job monitoring, analysis, and customer communication.
• Oversee comprehensive job monitoring and system health surveillance for supported platforms, ensuring proactive identification of processing failures, integration issues, performance concerns, and potential service disruptions.
• Manage incident triage processes to ensure appropriate prioritization, escalation, coordination, and resolution of application issues while maintaining stakeholder communication and expectation management.
• Coordinate ad-hoc analysis and investigation of platform anomalies, processing failures, recurring issues, and customer-reported problems to support root cause identification and reduce recurrence.
• Oversee customer ticket support operations, including workload assignment, aging, escalation, resolution quality, service-level performance, and customer communication.
• Ensure Application Support Analysts maintain appropriate working knowledge of assigned service areas and consistently apply established troubleshooting, documentation, escalation, and communication standards.
• Maintain sufficient knowledge of Payroll Tax, Treasury Management, and other supported OSV services to understand business, customer, financial, operational, and compliance impact and appropriately guide support priorities.
• Implement AI tools and automation to enhance support efficiency, automate appropriate routine activities, improve incident detection, and strengthen knowledge management and resolution capabilities.
• Ensure established standards and best practices are consistently used across support activities, incident management, operational documentation, and customer interactions.
• Communicate individual and team successes to senior leadership, highlighting support achievements, service improvements, operational outcomes, and customer impact.
• Provide innovation and process improvement guidance to improve support methodologies, reduce resolution times, strengthen application supportability, and enhance platform reliability.
• Perform projects and other duties as assigned.

Competencies

• Proven leadership and people management capabilities with experience building, motivating, and developing high-performing technical support teams.
• Strong understanding of enterprise application support, including system architecture, integrations, data flows, batch processing, monitoring, ticket management, and common failure scenarios.
• Sufficient knowledge of Payroll Tax, Treasury Management, and other supported OSV service areas to understand business impact, establish priorities, and engage appropriate subject matter experts.
• Excellent troubleshooting and analytical skills with the ability to guide teams through complex technical investigations and root cause analysis.
• Strong customer service orientation and understanding of how support operations affect customer satisfaction, business relationships, and service outcomes.
• Incident management and service management expertise with experience implementing structured support processes, escalation practices, and service-level expectations.
• Strong communication and stakeholder management skills, including the ability to communicate technical and operational matters to varied audiences.
• Sound planning, delegation, project coordination, and decision-making abilities within a fast-paced support environment.
• Strong coaching and mentoring capabilities focused on technical development, business knowledge, accountability, and career progression.

Supervisory Responsibility

This role has direct supervisory responsibility for a team of Application Support Analysts. Responsibilities include performance management, professional development, goal setting, workload and resource planning, schedule and coverage management, escalation support, quality assurance, and coordination of daily support operations.

Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field preferred. Equivalent relevant experience may be considered.
• 7+ years of technical support, application support, IT operations, or related experience supporting enterprise or business-critical applications.
• 5+ years of application support experience, including job monitoring, incident triage, troubleshooting, escalation, analysis, and customer ticket resolution.
• 3+ years of management or team leadership experience with responsibility for staff development, performance management, and support operations.
• Experience leading technical support professionals and managing team workload, service quality, priorities, and operational commitments.
• Experience supporting systems that include batch processing, scheduled jobs, integrations, data exchanges, or other business-critical processing.
• Experience with monitoring tools, log analysis platforms, automated alerting, ticketing systems, and knowledge-management platforms.
• Strong understanding of database concepts, preferably including Microsoft SQL Server, and their use in application troubleshooting and operational analysis.
• Proven track record of hiring and developing support talent, assessing technical capabilities, coaching performance, and creating development pathways.
• Demonstrated ability to coordinate incident resolution and operational improvements across business and technical teams.

Preferred Skills

• Experience supporting applications or operations within Payroll Tax, Treasury Management, Finance and Accounting, HR, or other business-critical service environments.
• Experience with Workday or similar ERP, HCM, financial, or enterprise SaaS platforms.
• Familiarity with Payroll Tax processes, including batch processing, integrations, regulatory reporting, and compliance-driven operations.
• Familiarity with Treasury Management processes, payment processing, financial data exchanges, banking integrations, or related operational services.
• ITIL certification or equivalent service management credentials.
• Experience with application performance monitoring tools such as New Relic, AppDynamics, or similar platforms.
• Scripting and automation skills using PowerShell, Python, or similar technologies.
• Experience applying AI tools to support operations, including ticket routing, monitoring, knowledge management, alerting, or operational analysis.
• Cloud platform experience with Microsoft Azure, AWS, or similar environments.
• Experience working within a Business Process as a Service (BPaaS) and Software as a Service (SaaS) environments.
• Leadership development training or certification focused on team building, performance management, and coaching.
• Budget or resource management experience, including support cost optimization and allocation planning.

#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.