Application Support Manager

## Company Description **Join us and make YOUR mark on the World!** Lawrence Livermore National Laboratory (LLNL) has turned bold ideas into world-changing impact advancing science and technology to strengthen U.S. security and promote global stability. Our mission spans four critical national security areas nuclear deterrence, threat preparedness, energy security, and multi-domain defense empowering teams to take on the toughest challenges of today and tomorrow. With a culture built on innovation and operational excellence, LLNL is a place where your expertise can make a real impact. ## Job Description We have an opening for an **Application Support Manager** to establish and lead a unified Tier 1 and Tier 2 application support function across the Strategic Deterrence Applications (SD Apps) Program. In this role, you will bring consistency and coverage to lower-tier support that is currently distributed across development and application support teams, reduce the support burden on our developers, engineers, and architects, and help build the ServiceNow structures, processes, and reporting needed for a dependable, scalable support model. You will coordinate workload and escalation across organizational boundaries and partner closely with the SD Apps Deputy Program Leader, Operations (DPL-O), application teams, and institutional service-management partners. This position is in the Applications, Simulations and Quality (ASQ) Division within the Computing Directorate. **Business needs dictate that this position requires an on-site presence multiple days a week. Therefore, telecommuting options will be limited.** This position will be filled at either level based on knowledge and related experience as assessed by the hiring team. Additional job responsibilities, outlined below, will be assigned if hired at the higher level. **You will** - Operate and coordinate a unified Tier 1 and Tier 2 application support function across the SD Apps portfolio. - Apply and standardize established support processes for intake, triage, routing, escalation, and customer communication to improve consistency and repeatability. - Coordinate day-to-day support workload, coverage, and priorities, and provide programmatic direction and informal mentoring to lower-tier support staff. - Follow and apply defined escalation paths from Tiers 1 and 2 into Tiers 3 and 4. This includes coordinating with infrastructure, platform, application teams, and/or vendor support when higher-tier response is needed. - Maintain working relationships with relevant LLNL help desk support teams to clarify support boundaries, handoffs, and escalation expectations. - Help establish and maintain the SD Apps application portfolio in ServiceNow, including business services, assignment groups, and support workflows, in partnership with the LivIT Enterprise Service Management Office (eSMO), which manages ServiceNow for LLNL. - Build and maintain dashboards and operational reporting, tracking metrics such as ticket volume, response and resolution time, backlog, escalation rate, and recurring issue patterns. - Develop and maintain support process documentation, escalation guidance, and knowledge base content to reduce reliance on informal knowledge. - Perform other duties as assigned. **Additional job responsibilities, at the TSS.3 level** - Lead the design of the unified support model, setting priorities, standards, and expectations for lower-tier support delivery where the path forward is not well defined. - Direct cross-team escalation and coordination, elevating unresolved operational issues, recurring blockers, and support risks to DPL-O and program leadership when leadership action is required. - Identify capability gaps and drive process-maturity initiatives, partnering with the DPL-O to recommend staffing, development, and continuous-improvement actions that strengthen the function over time. ## Qualifications - Ability to obtain and maintain a U.S. DOE Q-level security cleara…