Application Support Lead Software & Hardware

About the role

The Application Support Lead oversees the support, performance, and lifecycle management of business/manufacturing-critical applications across the organization. This includes managing a team of support specialists, coordinating with key stakeholders, and implementing best practices to ensure reliability, efficiency, and alignment of applications with business objectives. The role is responsible for vendor oversight, incident escalation, and adherence to ITIL processes (e.g., Incident, Problem, Change, Release, Capacity, Availability), as well as ensuring audit readiness and compliance. The Applications Support Lead focuses on enterprise-wide platforms and applications used by functional teams (e.g., Finance, HR, Supply Chain), partnering closely with business stakeholders to prioritize issues, optimize workflows, and deliver value through improved application performance.

More specifically, you will:

• Provide Application Support: Deliver day-to-day technical support for business (i.e. cloud), manufacturing and on-premise software applications.
• Manage Upgrades and Maintenance: Oversee server/application upgrades, vulnerability management, and monthly Windows updates to ensure applications remain current, secure, and high-performing.
• Develop and Maintain Integrations: Support and enhance interfaces to ensure seamless data flow across systems.
• Coordinate Cross-Functional Support: Collaborate with internal teams and assist with project updates, and ongoing support needs across departments.
• Monitor and Optimize System Performance: Assess manufacturing systems for performance and efficiency, identifying opportunities for improvement and optimization.
• Lead Vendor Management: Oversee outsourced vendor performance by reviewing service level agreement adherence to support standards.
• Represent the User Voice: Act as the primary advocate for users, addressing escalations and working to continuously improve customer satisfaction.
• Support Audit and Compliance: Ensure all assigned audit tasks are completed on time and that applications meet compliance and documentation standards.
• Participate in Lifecycle Planning: Contribute to application lifecycle management by collaborating with Strategy and Innovation teams.
• Promote Safety and Incident Readiness: Maintain a safe working environment and remain available for critical incidents impacting manufacturing systems and business integrity.

About You​

Knowledge

• General IT and application support principles
• Manufacturing and plant operation systems
• Database knowledge
• Basic programming and script fundamentals
• Operating systems (e.g., Windows)
• IT support fundamentals

Skills

• Critical thinking and problem-solving
• Troubleshooting and root cause analysis
• Operations and systems support
• Ability to learn quickly and adapt in real time
• Excellent written and verbal communication

Mindsets

• Continuous improvement and learning
• Open and flexible
• Solution-oriented
• Adaptable

Education/Certification

• 2-4 year degree - IT, Computer Science/Engineering or related disciplines

Work Experience

• Minimum of 1 year experience with IT Service Management processes and tools (e.g., ServiceNow’ Service Desk)
• Minimum of 2 years in Application Support
• Experience in Plant Operations and Grain Elevator (preferred)
• Experience with ITIL V3 (preferred)
• Leadership experience managing global teams and building relationships with senior Stakeholders in complex/matrix organizations (preferred)