IT Support Manager

ABOUT THE ROLE

Agilify builds custom applications, cloud platforms and AI solutions for clients, then supports them in production. We are hiring a Support Manager to own that support: the person accountable for every ticket that reaches us, for the engineers who resolve it, and for what we tell the client.

The applications you will support include web and workflow applications, their integrations to enterprise platforms, data and reporting platforms, and AI services that produce recommendations for human review. You may hold more than one client engagement at a time. This is a coordination role with a technical center of gravity: you will not write the fix, but you need to understand it well enough to judge whether the estimate is reasonable and whether what you are telling the client is accurate.

Responsibilities

Service Delivery and Scope

• Single point of accountability for every ticket: acknowledge within the agreed response time, confirm ownership, assign severity, and drive to resolution against the agreed service levels.
• Operate a tiered support model, where the client typically handles first-line intake and Agilify picks up at second line, escalating to engineering when needed.
• Determine whether a root cause sits in the application, a platform service or a client-owned system, and manage third-party cases to closure.
• Track contracted hours or allowances against consumption, notify the client before limits are reached, and hold work until it is authorized.
• Classify requests between defect resolution, routine maintenance, minor change and work requiring a change request. This governs what is billable and is the most common source of dispute.

Coordination and Client Relationship

• Assign and sequence work across application, data, cloud, machine learning and test engineering, with architects available on escalation.
• Run the working cadence: stand-ups, backlog grooming, sprint planning and retrospectives for enhancement work, and triage for reactive work.
• Manage dependencies with client resolver groups, and escalate early rather than after a target has been missed.
• Produce weekly and monthly service reporting, lead the periodic business review, and surface work falling outside the agreement as a scoping conversation rather than absorbing it quietly.
• Hold the day-to-day client relationship, translate between business and engineering in both directions, and make sure the client hears about a problem from us first.

Required skills

• Five or more years coordinating technical delivery or production support teams, with direct accountability for service levels against a formal agreement.
• A technical background in software delivery. You should have shipped software, not only managed people who did.
• Agile delivery experience including backlog management, sprint planning and estimation, with judgment about where Agile ceremonies help a support function and where they get in the way.
• Working understanding of modern application architecture, enough cloud literacy to tell an application defect from a platform fault, enough data literacy to reason about pipelines, and comfort with version control, CI/CD and environment promotion.
• Hands-on use of a ticketing and change management platform, and experience explaining a missed commitment and the recovery plan with the client in the room.
• Precise written communication, composure under escalation, and willingness to report a problem before being asked.

Preferred experience

Managed the development or implementation of the following solution platforms.

• .NET development — C# and the .NET stack. Part of our supported estate is built this way.
• AI and machine learning — agentic systems, decision records and audit, guardrails, and tracing a recommendation back through its evidence. Enough modeling literacy to follow a discussion about versioning and drift.
• Cloud and data platforms — AWS or Azure, infrastructure as code, and a modern business intelligence platform.
• Regulated environments and certification — experience where formal quality assurance and change control apply. Certified Scrum Master, PMI-ACP, PMP, ITIL or a cloud associate certification.

Pay: From $90,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• managing technical teams with SLA accountability: 5 years (Required)
• developing and shipping software to production: 2 years (Required)
• managing Agile backlogs, sprints, and estimates: 3 years (Required)
• cloud platforms, application architecture, and CI/CD: 3 years (Required)
• using ticketing and change management systems: 2 years (Required)
• managing client escalations and service recovery plans: 3 years (Required)

Work Location: Remote