Application Support Manager

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs’ counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.

Key Responsibilities:

Application Support Management

• Manage support for line-of-business applications (Salesforce, Twilio Flex, SharePoint, Office 365, custom applications).
• Troubleshoot authentication, access, integration, and performance issues, ensuring minimal business disruption.
• Reduce escalations to software and Salesforce engineering teams by identifying recurring patterns, documenting resolutions, and creating runbooks.
• Own internal knowledge base: SOPs, FAQs, known issues, and self-service guides.
• Partner with engineering teams on root cause analysis and long-term fixes for recurring issues.
• Act as the primary escalation point for application incidents, coordinating across vendors and internal teams.

Continuous Improvement Leadership

• Analyze ticket trends to proactively identify problem areas and reduce recurring support requests.
• Collaborate with business stakeholders to translate issues into structured requirements for engineering teams.
• Drive adoption of best practices for application configuration, monitoring, and supportability.
• Mentor junior team members and foster a culture of ownership, accountability, and service excellence.

Qualifications:

Required

• 5+ years of experience in enterprise application support, with at least 2+ years in a lead or manager role.
• Proven experience supporting platforms such as Salesforce, Twilio Flex, SharePoint, or comparable enterprise applications.
• Strong knowledge of authentication, integrations, and troubleshooting application-level issues.
• Experience creating and maintaining runbooks and internal documentation to drive down ticket volume.
• Excellent problem-solving, communication, and cross-functional collaboration skills.

Preferred

• Some experience with automation or scripting (e.g., PowerShell, Python) to streamline support tasks.
• Familiarity with ITIL practices, incident management, and root cause analysis.
• Exposure to Azure, Office 365 or related enterprise platforms.

Work Style:

This is a hands-on manager role for someone who moves with urgency, takes ownership, and solves problems systematically. The right candidate leads by example—through accountability, professionalism, and a service-first mindset. They are equally comfortable troubleshooting critical issues as they are designing processes to ensure the same issues don’t recur.