{"id":1166783,"url":"https://alion.io/job/edetek-head-of-global-application-support","title":"Head of Global Application Support","company":{"id":674017,"name":"EDETEK","domain":"edetek.com","url":"https://alion.io/company/edetek","size_band":"201-500","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Jersey City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":62000,"max_usd":167000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"ITSM","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-23T00:00:00Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T20:58:33Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"The Head of Global Application Support will build and lead a scalable, customer-focused support organization for multiple cloud-based clinical platforms serving a global customer base. The portfolio includes dedicated single-tenant enterprise environments and multi-tenant solutions used by small and mid-size customers.\nThis leader will establish the operating model, team structure, processes, tools, governance, and performance discipline required to deliver reliable service as the business grows. The role combines strategic leadership with hands-on operational ownership and requires close partnership with Product, Engineering, Cloud/IT/Security, Quality, Implementation, and customer-facing teams.\nEssential Functions and Responsibilities\nBuild and Lead the Global Support Function\nDevelop and execute the global application support strategy, operating model, organizational design, and phased staffing plan.\nGrow, coach, and retain a high-performing, distributed team with clear roles, career paths, coverage expectations, and succession plans.\nDefine the appropriate service model for enterprise single-tenant and multi-tenant customers, balancing customer commitments, risk, scalability, and cost.\nOwn Service Operations and Customer Outcomes\nOwn multi-tier support operations, service performance, queue and backlog health, severity and escalation standards, and customer communications.\nLead critical customer escalations and major incidents, ensuring timely coordination, executive communication, root-cause analysis, corrective actions, and follow-through.\nEstablish service reviews and improvement plans that strengthen transparency, customer satisfaction, retention, and confidence.\nEstablish Processes Tools and Performance Management\nImplement practical, scalable incident, problem, defect, request, knowledge, and change-management practices, with clear interfaces to Engineering and other escalation teams.\nEvaluate and improve ITSM, monitoring, analytics, self-service, knowledge, workflow automation, and AI-enabled support capabilities.\nDefine KPIs, dashboards, and governance routines covering service levels, response and resolution, backlog, quality, recurring issues, customer experience, capacity, and productivity.\nDrive Operational Readiness and Continuous Improvement\nOwn end-to-end release management activities for customer applications\nSet support-readiness and acceptance criteria for new products, releases, integrations, implementations, and significant changes, including documentation, training, monitoring, and knowledge transfer.\nUse operational data, customer feedback, and trend analysis to reduce repeat issues, improve product supportability, and prioritize systemic improvements.\nPartner across functions and levels to resolve ownership gaps, improve handoffs, and translate customer and support insights into product and operational decisions.\nQuality Risk and Resource Stewardship\nEnsure support practices maintain appropriate documentation, traceability, audit readiness, security, privacy, and compliance for regulated and business-critical platforms.\nPartner with Quality, Product and Cloud/IT/Security teams to apply risk-based requirements for validated GxP systems, including applicable GAMP 5, CSA or CSV, and 21 CFR Part 11 expectations.\nDevelop capacity plans, budget and vendor recommendations, and technology investment priorities supported by operational data. \nRequirements\nBachelor’s degree in computer science, information technology, engineering, business administration, or a related field, or equivalent relevant experience.\n10 or more years of progressive experience in enterprise application support, SaaS operations, technical support, or IT service management, including at least five years leading customer-facing teams.\nDemonstrated success building or materially transforming a global or distributed support function, including people, process, technology, and performance management.\nExperience supporting multiple cloud-hosted software platforms and complex customer environments.\nProven leadership of major incidents, executive customer escalations, service governance, operational readiness, and sustained improvement initiatives.\nExperience selecting, implementing, or optimizing ITSM, monitoring, knowledge, reporting, workflow automation, or AI-enabled support tools.\nLeadership and Technical Capabilities\nEnterprise-minded leader who can set direction, build organizational capability, and remain close enough to operations to remove barriers and ensure accountability.\nStrong cross-functional influence and executive communication skills, including the ability to translate technical issues, risk, and operational data for customers and senior leaders.\nWorking knowledge of cloud-based SaaS architectures, preferably AWS, and of APIs, integrations, data flows, databases, observability, application performance monitoring, and identity and access management.\nSound judgment in high-pressure situations, with a disciplined approach to prioritization, customer communication, decision-making, and follow-through.\nData-driven and improvement-oriented, with the ability to balance customer experience, quality, operational risk, scalability, and cost.\nPreferred Qualifications\nExperience supporting validated GxP systems or regulated life sciences software; familiarity with GAMP 5, CSA or CSV, and 21 CFR Part 11.\nITIL certification or comparable service-management expertise; advanced degree in business, information systems, engineering, or a related discipline.\nPractical experience applying generative AI, intelligent search, automation, or advanced analytics in support or service-management operations, with appropriate privacy, security, governance, and human oversight.\nBenefits\nBenefits vary by country, but remain competitive. Below is a sample of the benefits offered to U.S. employees.\nChoice of comprehensive Medical, Vision and Dental Insurance plans\nPaid vacation time and sick days\nCorporate holidays annually\nParticipation in the 401K Plan\nComprehensive perks and discount programs for AAA, wholesale, insurance, Rx, fitness, pets, entertainment, etc.\nHealth Advocate and Employee Assistance Program\nLocation\nWe are open to discussing the remote, hybrid, or onsite work arrangement.\nEqual Opportunity Employer Statement\nEDETEK is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual’s race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status or any other status protected by applicable law. This policy applies to all terms, conditions and privileges of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination. Whenever possible, the company makes reasonable accommodations for qualified individuals with disabilities to the extent required by law.","description_format":"text","description_chars":6930,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Dental insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Data & Analytics","Health Care","Clinical Research"],"lifecycle":[{"event":"open","at":"2026-09-24T03:25:17Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":43,"reasons":["conf:2","win:early"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/edetek-head-of-global-application-support","json_url":"https://alion.io/job/edetek-head-of-global-application-support.json","meta":{"generated_at":"2026-09-24T23:41:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1886,"day_limit":5000,"remaining_today":3114,"minute_limit":60,"resets_at":"2026-09-25T00:00:00Z"}}}