Application Support Manager

Employee Type:  Full-Time

Depew, NY, US

Job Type:  Management
Secondary Location: 
Years of Experience:  5+

RT Specialty, a division of Ryan Specialty Group is looking for a Application Support Manager to join our Buffalo team. We are a fast paced, energetic and rapidly growing organization that offers a great opportunity for someone interested in further developing their career.

Position Summary:

The Application Support Manager will be responsible for the prioritization, analysis, execution, and support of operations and technology solutions for RT Buffalo and other stakeholders. The Application Support Manager will partner with RT Buffalo department leadership and internal stakeholders to identify, capture and report on business performance metrics. Further duties include providing program and project status updates, overseeing operational and workflow changes, and developing technology roadmaps, business strategies, vendor analysis, etc. This role will partner closely with other members of Ryan Specialty Group on various projects and will be responsible for leading exploratory conversations, extracting requirements, and developing/executing an actionable plan to meet those requirements. 


Essential Functions:

  • Support and troubleshoot issues (process & system), identify root causes, and proactively implement sustainable corrective actions.
  • Establish and serve as a subject matter expert in operational training development and standard operating procedures.
  • Collaborate with department managers to perform root cause analysis and continuously improve owned operational processes.
  • Partner with and develop strong stakeholder relationships with business leaders - this includes working closely with other business units within RSG.
  • Own, manage and direct staff working on projects and tasks.
  • Track and provide regular reporting on key business metrics within RT Buffalo.
  • Provide recommendations on workflow/technology/staffing improvements.
  • Direct functional and technical SME’s to document business and technical processes and improve operational efficiency.
  • Own and manage current tracking systems for the operations team.
  • Own the hiring and onboarding of new operations employees.
  • Partner with development teams to implement new technologies, resolve issues, and maintain minimal system disruption.


  • Bachelor’s degree in Operations/IT/Communications or equivalent work experience.
  • 5+ years’ experience in operational role including business analysis, metrics gathering, and managing use cases and functional / technical requirements creation.
  • Proven years of experience within team management and interaction with all levels of organizational stakeholders.
  • Must be analytical and process-oriented and able to apply structure to complex situations.
  • Experience in project management with delivery accountability.
  • Experience in Information Technology/Post Production environments with a variety of software disciplines.
  • Ability to lead and present program information in face-to-face presentations to varied audiences; including executive management.
  • Previous experience in an Agile environment; knowledge of SCRUM framework a plus.
  • Excellent interpersonal skills.


Ryan Specialty Group is an Equal Opportunity Employer

Nearest Major Market: Buffalo

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