Application Support Manager Boca Raton, FL, 33487, Boca Raton - Corporate HQ

Application Support Manager

Full Time • Boca Raton, FL, 33487, Boca Raton - Corporate HQ
The Application Support Manager's primary responsibility is to oversee a team of Application Support Associates that are located on and offshore. The Application Support team provides direct support to in studio operators and members on proprietary software and applications developed for Orangetheory. To thrive in this role, you will need to be very organized, high aptitude in problem solving, performance driven, excellent communication (both Verbal and Written) and possess excellent customer service skills.   
  • Oversee a team of Tier 2 Support Professionals and provide them guidance to ensure timely resolution to in studio problems
  • Maintain a high level of awareness of potential in-studio/OTF network issues
  • Work with Product Owners to evaluate new and existing hardware / applications that is to be deployed to studios
  • Coordinate with software development teams to identify potential software bugs and deploy approved fixes/workarounds
  • Maintain IBM Maas360 dashboard and create additional policies and device groups as needed
  • Provide documentation for supporting all in-house developed applications
  • Develop new methods for streamlining support and reducing turnaround time to customers
  • Staffing and training all members of each application support team
  • Maintain a high level of support by ensuring support ticket SLAs are met
  • Directly supervise employees and carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws
  • Conduct skills transfers with onshore and offshore support staff
  • Design and implement short- and long-term strategic plans to ensure OTF application support teams meet existing and future requirements
  • Develop, implement, and maintain policies, procedures, and associated training plans for support use
  • Establish service level agreements with end users
  • Provide “ownership” of problem through final resolution
  • Manage and ensure optimal operation of all OTF applications
  • Establish and maintain regular written and in-person communications with the organization’s executives, decision-makers, stakeholders, department heads, and end users regarding pertinent support activities
  • Oversee the administration of user accounts, permissions, and access to IBM Maas360 dashboard
  • Be able to manage external vendors and work well in a team environment
  • High aptitude in problem solving and customer service excellence
  • Interpersonal skills to interact with owners and studio members
  • Excellent communication skills
  • Highly organized and able to multi-task under time constraints
  • Ability to balance and prioritize work
  • A self-motivated, team player
  • Sound customer service and troubleshooting skills
  • High energy, flexible, innovative and the ability to manage responsibilities and priorities in a fast-paced and time-critical environment
  • Experience documenting technical articles and software Training knowledgebase
  • Sound organizational and communicational skills
  • Critical thinking and problem solving 
  • May be required to work early morning, evening or even weekend shifts
  • May be required to work in a mobile capacity
  • Bachelor’s Degree in computer science or related field
  • 5 years as an IT Support Manager/Lead background
  • Excellent knowledge of software support on Windows OS
  • Hands-on experience troubleshooting hardware such as servers, routers, bridges, switches, hubs, modems, network interface cards, and so on
  • 3 + years managing MDM solutions 
    • IBM Maas360 experience preferred
  • Network + Certification / Equivalent experience 
  • MYSQL Certification / Equivalent experience 
  • 3 + years supporting mobile applications – Both IOS and Android  
  • 3+ years working with offshore support staff
  • ITIL Foundations certification
  • Project Management experience desirable with applicable certification from PMI, CompTIA Project + or IIBA is a plus
This position directly manages employees.
This is a full-time position located at corporate HQ in Boca Raton, FL

Why Join Orangetheory Corporate?
We offer a competitive salary along with exceptional benefits such as:
  • Free workouts at corporate studios
  • Healthcare Benefits: Medical, Dental, Vision among many other supplemental benefits
  • Employer Paid Benefits: Long-Term Disability and Life Insurance
  • Paid Time Off
  • Holiday Pay
  • Parental Leave Pay
  • State-of-the-Art Wellness Center at Corporate Headquarters
  • 401k Plan with Employer Contribution
  • Team Building, Employee Engagement activities and so much more

Our Company provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.


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U.S. Equal Opportunity Employment Information (Completion is voluntary)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Company Benefits & Perks

Benefits are very important to us. We are constantly looking for ways to increase our benefit package to attract and retain top candidates.

Flexible Schedules
Workout for Free
Fitness casual dress-code
Passionate, collaborative work environment