Application Support Manager

The Application Support Manager position is remote and oversees the daily operations of the Systems Administration team. A strong background in ABA and Central Reach is a must for this position. Under the supervision of the Vice President of IT, you will be responsible for leading the daily activities of the Systems Administration team, including user account management, support ticket triage and escalation, clinical assessment processing, and general SaaS Application Support. Additional responsibilities include acting as a liaison between internal business teams and external application vendors to ensure efficient use, data security, and sustained uptime of business applications.

Our Administrative Support team members play a vital role in advancing our mission to make a difference in the lives of children with autism spectrum disorder and their families. Every team member at ABS Kids is passionate about providing best in class support to our direct care providers, who in turn deliver the highest quality ABA therapy to our clients.

What do we offer?

• $80,000 / year - based on qualifications
• Full benefits package
• Training on all systems
• Frequent feedback/ training
• We provide all equipment you will need
• Work from home
• Business casual work environment

What would you do?

• Lead daily team activities and direct the work effort of others to ensure the team operates smoothly and efficiently
• Develop, administer, implement, and communicate consistent practices and processes for the team
• Monitor support ticket queue to ensure prompt triage and resolution of requests
• Assist team with resolving support requests and systems issues and act as initial point of escalation
• Communicate external SaaS application incidents and changes to business stakeholders
• Document and escalate priority technical issues to IT Systems leadership, other internal groups, or external vendors
• Oversee accurate and timely processing of clinical assessments to support Patient intake and re-authorization
• Audit and organize patient and employee files within SaaS applications
• User account adds, moves, and changes within business SaaS applications
• Monitor and ensure adherence to Helpdesk process, procedures, and Service Level Agreements (SLAs)
• Interface with internal business units and application vendors to support effective, secure, accurate and compliant use of applications
• Partner with cross-functional business units to drive awareness and adoption of new clinical SaaS application features and functionality
• Partner with external clinical SaaS application vendors to advocate development of new features and functionality to support business operations
• Create and maintain application use and support documentation
• Other duties as assigned

Who are we looking for?

• 3+ years’ experience supporting business SaaS applications
• 1+ years’ experience leading a team of Support Specialists
• Bachelor's degree or combination of education and prior work experience
• 1-2 years’ experience working with EHR systems, preferably Central Reach
• Working knowledge of HIPAA & PHI policies and procedures preferred
• Proficiency in MS Office suite of applications (Outlook, Word, Excel, PowerPoint)
• Ability to work in a demanding and dynamic fast-paced environment with the flexibility to adjust to changing priorities and deadlines
• Strong communication and customer service skills, both oral and written

Who We Are:

• It’s in the wow moments that we find our purpose at ABS Kids. Our shared experiences are the milestones that influence our work. The mission of our work with children with autism and their families feeds our spirit. With every wow moment, we can see our impact grow.
• At ABS Kids we are empowered by the breadth of our differences. Our mission is to create a culture where all people thrive because their diverse stories are heard and celebrated. We commit to an evolving understanding of diversity as we learn from one another.
• We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

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