Manager – ERP and Application Support

 
Manager – ERP & Application Support
 
We are looking for a service-oriented and experienced ERP Support Manager to lead the daily operations of Epicor Prophet 21 (P21) support across the organization. This role oversees a team of Level 1 and Level 2 analysts, ensuring timely issue resolution, continuous improvement of ERP usage, and strategic alignment with business needs.
The ideal candidate brings a balance of team leadership, functional ERP expertise, and a strong commitment to delivering high-quality support services.
 
Key Responsibilities

• Lead and manage the ERP support team (Level 1 and Level 2), providing day-to-day direction, coaching, and performance feedback.
• Manage the ERP support queue: prioritize, assign, escalate, and resolve issues in line with SLAs and service expectations.
• Serve as the escalation point for unresolved or high-impact ERP-related incidents.
• Monitor system health and performance, proactively identifying issues, inefficiencies, and opportunities for optimization.

• Act as a liaison between IT and business stakeholders, translating user feedback and system challenges into actionable solutions.
• Collaborate with ERP development, infrastructure, and integration teams to support change requests, upgrades, and ongoing system improvements.

• Maintain accurate documentation for support procedures, recurring issue resolutions, and system configurations.
• Report on key performance indicators such as ticket volume, resolution times, and user satisfaction.
• Champion knowledge sharing and develop a library of internal support resources and best practices.

• Coordinate patches, upgrades, and minor release rollouts in partnership with cross-functional teams.
• Ensure all changes follow compliance, testing, and communication protocols.

• Set performance goals and conduct regular 1:1s, feedback sessions, and annual reviews.
• Plan for team capacity and workloads to maintain a responsive and resilient support function.
• Identify and address skill gaps through coaching, training, and development programs.
• Foster a service-driven and user-focused culture within the ERP support team.

 
Required Qualifications

• Bachelor’s degree in Information Systems, Business, or a related field.
• 5+ years of hands-on experience with Epicor Prophet 21 in a production environment.
• 3+ years in a leadership or ERP support management role.
• Strong functional understanding of ERP processes in areas like Order Entry, Purchasing, Inventory, and Finance.
• Demonstrated ability to manage service delivery and support metrics effectively.
• Familiarity with IT ticketing systems and incident/service request workflows.

 
Preferred Qualifications

• Technical familiarity with SQL, Crystal Reports, and basic integration troubleshooting.
• Exposure to EDI, data exchange platforms, or third-party system interfaces.
• Experience coordinating minor ERP upgrades and release cycles.
• Understanding of IT service management frameworks (e.g., ITIL certification preferred).

 
Soft Skills

• Strong leadership, mentoring, and interpersonal communication abilities.
• Ability to clearly communicate with both technical and non-technical audiences.
• Analytical mindset with a proactive, solutions-oriented approach.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.