Job Description

he

Operations Manager - Application Support

is responsible for leading a team of



support specialists who provide technical assistance to clients and internal users. This role



ensures timely, high-quality support for ServiceChannel applications, drives continuous



improvement in issue resolution processes, and maintains a strong focus on customer



satisfaction, operational excellence, and team performance.



You'll manage daily operations, coach and develop team members, and work cross-



functionally with Product, Engineering, and Implementation teams to improve product



reliability and the client experience.

Key Responsibilities

1. Application Support Operations

Oversee daily operations of the

Application Support team

, ensuring all inbound


support requests (via Zendesk, email, chat, or phone) are triaged, prioritized, and



resolved within SLAs.


Establish and maintain support workflows that ensure prompt and professional


responses to all client inquiries.


Monitor system performance metrics and call drivers to identify recurring issues and


trends.


Collaborate with the Engineering and Product teams to resolve technical issues and


communicate product updates effectively to end users.

2. People Leadership & Team Development

Lead, mentor, and develop a team of

Application/Technical Support Specialists

to


deliver consistent, high-quality support.


Conduct regular performance reviews, coaching sessions, and skill assessments to


promote team growth.


Foster a culture of accountability, collaboration, and continuous learning.

Manage workforce planning, scheduling, and resource allocation to meet service


demands.

3. Issue Management & Escalation

Oversee the triage and escalation of complex issues to higher-level technical or


development teams.


Ensure clear and timely communication with clients on the status of escalated issues.

Drive root-cause analysis and contribute to post-incident reviews to prevent


recurrence.

4. Documentation & Knowledge Management

Maintain and enhance internal

knowledge bases

, FAQs, and troubleshooting guides.

Ensure accurate documentation of support tickets, resolutions, and system issues.

Encourage team contribution to knowledge-sharing initiatives and training materials.

5. Training & Enablement

Oversee delivery of baseline

training and guidance

to clients, partners, and internal


stakeholders on ServiceChannel applications.


Partner with Enablement and Product teams to design and deliver product update


sessions and onboarding materials.

6. Customer Experience & Continuous Improvement

Monitor and improve

customer satisfaction metrics (CSAT, NPS, resolution time)

.

Analyze support data to identify opportunities for process automation, workflow


optimization, and product improvements.


Implement best practices in incident management, communication, and client


relationship handling.

Qualifications

Bachelor's degree in Information Technology, Business, or related field

10+ years of experience in

Application Support, Service Delivery, or Technical

Operations

, with at least 3 years in a managerial role.


Strong knowledge of

help desk systems

(e.g., Zendesk, ServiceNow, Jira Service


Management).


Proven experience managing support operations in a SaaS or enterprise technology


environment.


Excellent analytical, problem-solving, and decision-making skills.

Strong leadership and communication abilities with a customer-centric mindset.

Familiarity with ITIL practices or service management frameworks (preferred).

Success Metrics

Achievement of SLA and response time targets.

High customer satisfaction (CSAT/NPS) and low escalation rates.

Efficient incident handling and resolution processes.

Continuous improvement in documentation and training content.

Strong employee engagement and retention wit

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.


We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.


We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.


At Fortive, we believe in you. We believe in your potential--your ability to learn, grow, and make a difference.


At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.


At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.


Fortive: For you, for us, for growth.

About ServiceChannel

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe's, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world's most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.


We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.


ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe's, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world's most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.


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