Manager, Enterprise Systems Support

Job Description

A company headquartered in Boulder, Colorado is seeking to add a Manager, Enterprise Systems Support to their growing team. This individual will lead and develop a team of Systems Support Engineers responsible for supporting critical enterprise platforms such as Salesforce, Workday, and NetSuite.

They will oversee daily ticket operations, ensuring requests are assigned, prioritized, and resolved efficiently while maintaining SLA compliance and high customer satisfaction. The manager will monitor team workload, remove bottlenecks, and serve as the primary escalation point for complex or high-impact issues, partnering with internal stakeholders and vendors to drive resolution.

Additionally, this role is responsible for tracking and analyzing key support metrics (including response time, resolution time, and ticket trends) to identify opportunities for continuous improvement and report performance to leadership. The manager will also establish and maintain SOPs and knowledge base documentation to improve team efficiency and scalability, while fostering a high-performance, collaborative team culture through coaching, feedback, and career development support.

This position will be fully remote and is offering a base salary of $125,000 - $192,000k based on years of experience. If this sounds like the role for you, please apply today!

Diversity and Inclusion

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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Skills and Requirements

• 3 years of experience in enterprise systems support, business applications, or operations
• 1 years of experience leading or managing a team (performance management & development)
• Hands-on experience with at least 2 of the following platforms:
  • Salesforce
  • Workday
  • NetSuite
• Experience working within an ITSM tool (FreshService, ServiceNow, Jira Service Management, etc.)
• Strong experience tracking and reporting on support metrics (SLAs, resolution time, ticket volume, etc.)
• Proven ability to analyze data and drive process improvements
• Experience building and maintaining SOPs and knowledge base documentation
• Strong communication skills with the ability to translate technical concepts to non-technical stakeholders
• Bachelor's degree in Business, Information Systems, or related field (or equivalent experience)
• Experience specifically with FreshService reporting and KPI tracking
• Background supporting enterprise business platforms in a high-growth environment
• Experience collaborating with cross-functional stakeholders and platform owners
• Exposure to release management / post-launch support documentation
• Strong focus on building documentation-first or knowledge-sharing cultures