Support Manager Jobs in Cleveland, OH (NOW HIRING)

INTRODUCTION and WHAT YOU WILL DO (Job Responsibilities)

The Applications Support Manager for MDBS will lead the support, maintenance, and continuous improvement of MDBS - the sales and franchise operations application used by Matco franchisees. This role is responsible for ensuring high availability, excellent user experience, timely incident resolution, effective change management, and close collaboration with product, development, and franchise stakeholders to maximize system reliability and business value.

This is an on-site role located in Stow, Ohio.

Key responsibilities

• Lead and manage the day-to-day application support team that provides Tier 1-3 support for MDBS used by Matco franchise owners, technicians, and franchise operations staff.
• Serve as primary escalation point for critical incidents affecting franchise sales, ordering, pricing, commissions, and reporting; coordinate incident response and communicate status to stakeholders.
• Track, prioritize, and oversee resolution of support tickets and defects using the ticketing system; ensure SLA and KPI targets are met.
• Own operational procedures for deployment, maintenance windows, backups, monitoring, and rollback for MDBS updates.
• Collaborate with product managers, business analysts, and franchise operations to translate business requirements into supportable changes and to validate fixes.
• Manage integrations between MDBS and third-party systems (POS, ERP, payment processors, inventory systems) and work with integration partners to resolve issues.
• Establish and maintain runbooks, knowledge base articles, troubleshooting guides, and training materials geared to franchise users and support staff.
• Implement and maintain monitoring, alerting, and observability around MDBS application health, performance, and usage trends.
• Drive continuous improvement initiatives to reduce incident volume, mean time to resolution (MTTR), and recurring defects.
• Plan and manage on-call rotations, after-hours support, and incident postmortems; drive remediation and prevention actions.
• Manage vendor relationships for SaaS components, hosting, or third-party modules used by MDBS; evaluate vendor performance and escalations.
• Hire, coach, and develop support team members; conduct performance reviews and set team goals.
• Ensure compliance with relevant data security, privacy, and franchise contractual obligations.
• Provide regular reporting and dashboards to senior leadership on system health, ticket trends, release readiness, and improvement initiatives.

WHO YOU ARE (Qualifications)

Required qualifications and experience

• 8 years of experience in applications support, application management, or technical operations, including at least 5 years in a people-leadership role.
• Hands-on experience supporting business-critical sales or franchise management systems, ideally in retail, distribution, or franchise networks.
• Solid understanding of application architectures, integrations (APIs, ETL), databases (SQL), and web/mobile application support.
• Experience with incident management, change control, release management, and ITIL or similar operational frameworks.
• Proven ability to lead cross-functional incident response and communicate effectively with technical and non-technical stakeholders, including franchise owners.
• Strong analytical and problem-solving skills; ability to triage complex issues under pressure.
• Experience with monitoring and observability tools (e.g., New Relic, Datadog, Splunk) and ticketing/ITSM tools (e.g., Jira Service Management, ServiceNow).
• Excellent customer service orientation, with demonstrated ability to build trust with franchise partners and internal stakeholders.
• Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent experience.

Desired skills and certifications

• Experience with POS, order management, or commission/compensation systems.
• Familiarity with cloud hosting platforms (AWS, Azure) and CI/CD pipelines.
• Knowledge of data privacy, PCI compliance, or franchise contractual requirements.
• Certifications: ITIL Foundation, PMP or equivalent, SQL certifications, relevant vendor certifications.

Key performance indicators (KPIs)

• Mean time to acknowledge and resolve incidents (MTTR).
• Percentage of incidents resolved within SLA.
• First-contact resolution rate for Tier 1 support.
• Number of recurring issues reduced per quarter.
• System uptime/availability for MDBS (target agreed with stakeholders).
• Customer satisfaction score (CSAT) from franchisee support interactions.
• Time to deploy critical fixes and quality of post-release metrics.

Working environment and expectations

• Role may require occasional after-hours support and on-call rotation to handle critical incidents impacting franchise sales.
• Frequent stakeholder communication with franchise operations, product teams, and external vendors.
• Willingness to travel to regional franchise offices or meetings as needed.

Success profile - what success looks like in 6-12 months

• Stabilized incident trend with a measurable reduction in repeat incidents and improved MTTR.
• Clear runbooks, knowledge base, and onboarding materials in place for franchisees and new support hires.
• Reliable monitoring and alerting configured that detect issues before they affect franchise sales.
• Strong relationships with franchise stakeholders and a predictable release/change process that minimizes disruption.

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Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 120 hours, 13 paid holidays (including 3 floating holidays) per year and paid sick leave.*

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant's geographic location. The Company reserves the right to modify this information at any time, subject to applicable law.