Application Support Supervisor

Essential Functions

• Supervise a cross-functional team of technical staff supporting multiple Revenue systems and applications.
• Set work priorities, assign and review tasks, and ensure consistent adherence to standards, schedules, and service level expectations.
• Provide coaching, mentoring, and professional development to staff to build technical capability and promote high performance.
• Oversee vendor and contract resources, ensuring deliverables meet scope, quality, and timeline expectations.
• Coordinate cross-system efforts, ensuring technical consistency, integration, and alignment with business requirements.
• Develop and maintain system documentation, configuration standards, and governance frameworks to promote reliability and knowledge continuity.
• Lead or oversee system testing, change management, and deployment activities, coordinating with business and OIT stakeholders.
• Evaluate and recommend emerging technologies or process improvements to enhance operational efficiency and user experience.
• Serve as the primary liaison for Revenue IT, business units, OIT, and vendors, facilitating clear communication, planning, and issue resolution.
• Monitor system performance, service delivery, and client satisfaction, identifying and implementing improvements as needed.
• Foster collaboration and cross-training among team members to ensure continuity of support across systems and functions.
• Represent Revenue IT in technology planning sessions, governance forums, and cross-departmental initiatives to advocate for departmental priorities.

Technical Solution Management

• Act as one of the technical experts 
• Write or collect solution specific technology standards, documentation, and other materials needed to ensure consistent design, implementation, and use of technology across the Department of Revenue.
• Work closely with development and support teams (whether City staff or vendors) and assist in prioritization of features and functionality for systems.
• Research, investigate, and promote the use of existing and emerging technologies to support or enhance Revenue’s operations and/or work.
• Perform initial testing of enhancements and provide feedback to developers as needed.  Coordinate with Revenue subject matter experts on second level testing.
• Ask smart questions, take risks, and champion new ideas.

Relationship Management

• Build and maintain collaborative and consultative relationships with Revenue, central OIT areas, and vendors related to specific technology solutions being managed and serve as primary point of contact for IT coordination of services, communication, and planning around those systems.
• Gain an in-depth understanding of Revenue’s processes and requirements as they relate to the supported systems.
• Conduct regular reviews, priority-setting, and planning sessions with Revenue areas and other stakeholders.  Serve as an advocate for those priorities, plans, and other technology needs within Revenue IT and OIT.
• Monitor, evaluate, and regularly report to Revenue IT leadership on business process-related IT projects, services, and support; the delivery of services according to service level agreements; and levels of client satisfaction.

Qualifications

Competencies, Knowledge, Skills and Abilities

• Proven leadership and supervisory skills with the ability to motivate, develop, and evaluate technical staff.
• Strong analytical and problem-solving abilities with a focus on cross-system coordination and operational impact.
• Excellent written and verbal communication skills, capable of translating technical information for non-technical audiences.
• Demonstrated ability to manage multiple complex systems, projects, and vendor relationships concurrently.
• Knowledge of application management, system integration, testing, documentation, and change management best practices.
• Commitment to user-centered service design, innovation, and data-driven decision making.
• Ability to foster collaboration across diverse teams and promote a culture of transparency, accountability, and inclusion.
• High level of professionalism, sound judgment, and ability to work effectively in a fast-paced, dynamic environment.

Qualifications (Education and Experience)

We care more about what you can do than where you learned how to do it.  That said, a bachelor’s degree is a good foundation for the work, and job-related experience around the competencies above is acceptable as well.  The ideal candidate will have at least three years of experience with application support as well as working on and/or leading project teams.

Additional Information

Salary: $70,000-$85,000

Salary cannot exceed $85,000

We’re interested in hiring the best possible candidate for the role. We recognize that experience, education, and qualifications can be attained in a variety of ways and that many skillsets are transferable. If you feel you’re a good fit, please don’t hesitate to apply.

Please include:

• Resume
• A cover letter 

Please note: Applications will not be considered without a cover letter.

Did you know?
● We are a Public Service Loan Forgiveness Program qualified employer : 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities

● We offer Comprehensive health coverage for employees and their eligible dependents
● Our wellness program offers eligibility into the discounted medical plan
● Employees receive paid vacation, sick leave, and holidays
● Generous retirement savings options are available

*The successful candidate must be a city of Philadelphia resident within six months of hire
Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website:
http://www.phila.gov/humanrelations/Pages/default.aspx

About the Company

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

The Application Support Supervisor oversees a team of technical professionals responsible for supporting, maintaining, and improving multiple technology solutions across the Department of Revenue. This role ensures systems are reliable, secure, and effectively meet business needs while aligning with the City’s enterprise standards and technology strategy.

In partnership with business units, this position analyzes processes, identifies opportunities for improvement, and guides the effective use of technology to enhance operational outcomes. The Supervisor manages vendor relationships, coordinates across multiple systems and teams, and serves as a key liaison between Revenue, the Office of Innovation and Technology (OIT), and external partners.

As a member of Revenue IT leadership, the Technical Solutions Supervisor is expected to model and promote a collaborative, human-centered, innovative, accountable, transparent, and inclusive culture that reflects the department’s mission and values.