Application Support Manager

Gray Dawes Group is one of the fastest growing, most ambitious travel management and events companies in the world. With £500m+ in sales, offices across the UK, Netherlands, Australia and America and numerous awards to our name, you can be sure you're the taking the right step in your career by joining our winning team. With a laser focus on offering our clients a high touch, high tech, high content experience, at Gray Dawes we're not just there to deliver the best corporate travel fares, the most innovative itineraries, the slickest online tools or the most experienced consultants. We're there as an extension of our clients' own organisations - their out-of-house travel department. We achieve this because of the depths we go to in understanding our clients, their culture, their brand values and business objectives. And we always deliver... better! Our people are at the heart of our business and we're recruiting for an Application Support Manager to join our USA team. Dependent on candidate location you'll either work full time in the office, work on a hybrid working pattern or work full time remotely. This is an exciting time to join us as we're rapidly expanding our global operations. As an Application Support Manager, you will mainly be providing advanced technical support for our North America Team and ensure smooth operation of our global travel technology. You'll be also working closely with cross-functional teams to resolve technical issues, enhance system performance, and contribute to the continuous improvement of our applications. What You'll DoSupport the business in achieving company and departmental SLAs and KPI's. Provide expert-level technical support to resolve complex application issues raised by internal teams such as the implementations team, agent operations teams or customers Investigate major incidents and recurring problems, identifying root causes and implementing preventive measures to avoid future occurrences. Document incidents, problems, and resolutions thoroughly for future reference and continuous improvement. Collaborate with Global Application Solution teams to ensure resolution when required. Participate in user acceptance testing (UAT) and quality assurance processes to identify and report bugs, ensuring the delivery of high-quality end-product to customers. Create internal and external knowledge base articles that will be used to assist customers and other support team members. Evaluate and escalate technical or customer related issues to internal stakeholders through timely communication of system issues and faults, ensuring the business is kept well informed and in constant communication through any downtime or issues affecting the quality of service. Responsibility for maintaining and troubleshooting all existing and future products - both third-party and proprietary. Project manage, where required, implementation of new products and solutions that fit into our existing and future tech stacks. Technical configuration of complex processes. Provide support staff if needed across UK, AUS, EU and USA. Key player in developing solutions to both new and existing challenges. Proactively working within the Global Application Support Team to help deliver ongoing projects and internal audits. Business development. Providing team support for Sales and Account Management in winning new clients and retaining existing clients. Interact at all levels within the business. What We're Looking ForYou'll have experience in Travel Booking Applications or Travel Product Support Role. You'll have good Support ticketing systems such as Halo, Zendesk, Freshdesk or other similar ticketing systems You'll have a good understanding of web application and networking technologies. You'll have good knowledge in Online Booking Tools and GDS. You'll have experience working with relational databases and good working knowledge of Network elements related to the web. You'll have some general knowledge of at least one scripting language, such as SQL, .NET, etc. You'll be a critical thinker and have strong problem-solving skills. You'll have the ability to learn new skills quickly through training and independent learning. You'll have good time management skills and has good attention to detail to ensure tasks are completed accurately and to the deadline. You'll have excellent communication skills, written and verbal, and be able to build rapport with all customers. You'll be able to work within a team, remotely. What We Can OfferOur people are our heartbeats, driving everything that we do. We encourage our people to be their best selves, do the right thing, tell it like it is and be flexible. This opportunity will allow our new team members to be part of our journey as we expand in the global market. As we value our people, we offer a range of great benefits including: Salary range of $70K to $90K 401K Dental and Vision Healthcare Benefits Discounts on travel Paid time off A relaxed, informal & caring working environment Opportunities for progression Hybrid Working Smart working Skills Must have experience of Sabre, Concur, other online booking tools Booking QA systems, Ticketing systems, travel Invoicing systems Manage SLAs Relational Databases Critical Thinking Networking Technology Communication Global Distribution Systems (GDS)

Created: 2025-01-14