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Application Support Manager (Cedar Rapids, IA)
Position Summary

Position Summary

This role leads a team of software specialists whose mission is to ensure that software applications meet the needs of the business as defined by a series of expectations, standards and tenets.  The team achieves this by proactively maintaining the portfolio of applications within defined performance and functional guidance.


This role is responsible for developing the subject matter expertise in a team of people to ensure GreatAmerica’s portfolio of applications is performing optimally.  As a working leader, they will own the responsibility of maintaining a number of applications in addition to leading the function.  The expectation is initially planned at 70% leadership, 30% working on applications.  This may change over time as the role matures.


Essential Functions

  • Lead and develop a team of subject matter experts in software support.
  • Leverage industry accepted frameworks (including, but not limited to; ISO 14764 Software Maintenance, Application Portfolio Management, COBIT) to define, organize and distribute the work to be done.
  • Recruit, instruct, assign and review the work of the team, prepares performance reviews and provides ongoing feedback to ensure the team’s competency matures with the needs of the company.
  • Is a key point of contact for business stakeholders and provides data driven guidance on application portfolio performance relative to baselines.
  • Works with business and IT leadership to establish performance expectations and benchmarks for the application portfolio.
  • Works with business and IT leadership to maintain the appropriate headcount and skill needed within the team to fulfill their mission.
  • Acts as a key evangelist in upholding governance standards.These are defined in various forms including our enterprise architecture tenets.
  • Works with GreatAmerica’s Enterprise Architect, as well as the Technology Operations and Solution Delivery teams to continuously improve various practice areas such as Application Portfolio Management, Enterprise Application Selection and Implementation, and Application Maintenance. This role will also be a strong contributor to the Application Development Quality Practice Area since their team will support all applications in the environments.
  • Be an evangelist for Service Management and leads by example to integrate best practices to the team
  • Promotes a Customer-first approach.
  • Integrates a continuous improvement mentality to all practice areas for which he/she are responsible.
  • Maintains relationships with business and IT members create a welcoming environment.
  • Perform application maintenance and support duties as defined by functional guidance.
  • Other duties as assigned.
Position Qualifications


For all GreatAmerica team members: Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability

For this position: Communication:Active Listening, Persuasive, Relationship Building, Tactful and Strong Presentation Skills, Business Orientation: Strong decision making, Detail Oriented, Organizational Management, Process Management (LEAN, Six Sigma, etc.), Ability to effectively prioritize and execute tasks in a high-pressure environment, Thoughtful Problem Solving, Project Management, Analytical Skills, Business Acumen, Customer Orientation: Strong customer service orientation, Enjoy working in a team-oriented, collaborative environment.


Education: Bachelor’s degree in technology field preferred.

Certifications / Licenses:

The below certifications are to be used as guides however not required.  Proficiency in the area is more important than having the actual certification.

  • Technical (CompTIA – A+, Network+, etc.)
  • PMP (Project Management Professional)
  • TQM (Total Quality Management)
  • ITIL (Foundations)



  • Minimum 8 years of work experience managing support personnel or a portfolio of software applications.
  • Broad understanding of software development and project management concepts preferred.
  • Experience in delivering technical feedback to business stakeholders regarding the maintenance of software application portfolios (for example, explaining technical debt)
  • Experience in defining, and delivering a continuous improvement program.


Skills and Abilities

 Computer Skills:

  • Cloud technologies and services delivered via cloud providers (Salesforce, O365, Azure, AWS)
  • IT Service Management Platforms
  • Advanced knowledge of the MS Office productivity suite, computer operating systems,
  • Reporting and dashboarding concepts