Senior Application Support Lead, Manufacturing Systems

Tate & Lyle

Overseeing support, performance, and lifecycle management of manufacturing applications at Primient. Ensuring customer service experience for end users and business stakeholders.

Posted 7/3/2026full-timeLoudon • Illinois, Tennessee • 🇺🇸 United StatesSenior💰 $109,181 - $136,477 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Deliver day-to-day technical support for business and manufacturing software applications while maintaining a strong customer service mindset and timely communication with end users.
Oversee upgrades, vulnerability management, and monthly Windows updates to ensure applications remain current, secure, and high performing.
Support and enhance interfaces to ensure seamless data flow across systems.
Collaborate with internal teams and assist with project updates, and ongoing support needs across departments.
Provide responsive, professional, and solutions-oriented support to business users by listening to their needs, communicating clearly, resolving issues timely, and ensuring a positive service experience.
Assess manufacturing systems for performance and efficiency, identifying opportunities for improvement and optimization.
Oversee outsourced vendor performance by reviewing SLA and CSAT metrics and ensuring adherence to support standards.
Act as the primary advocate for users, addressing escalations and working to continuously improve customer satisfaction.
Ensure all assigned audit tasks are completed on time and that applications meet compliance and documentation standards.
Contribute to application lifecycle management by collaborating with Strategy and Innovation teams.
Maintain a safe working environment and remain available for critical incidents impacting manufacturing systems and business integrity.

Requirements

What you’ll need

Bachelor's degree in IT, Computer Science/Engineering or related disciplines (preferred)
A broad background working in IT, possibly underpinned by (required)
Minimum of 1 year experience with IT Service Management processes and tools (e.g., ‘ServiceNow’ Service Desk) (preferred)
Minimum of 2 years in Application Support (preferred)
Experience in Plant Operations and Grain Elevator (preferred)
Experience with ITIL V3 (preferred)
Experience providing customer-focused technical support, including responding to user issues, managing escalations, communicating status updates, and partnering with stakeholders to ensure timely resolution and a positive service experience.
Leadership experience managing global teams and building relationships with senior Stakeholders in complex/matrix organizations (preferred)

Benefits

Comp & perks

Competitive Pay
Multiple Healthcare plan choices
Dental and vision insurance
A 401(k) plan with company and matching contributions
Short- and Long-Term Disability
Life, AD&D, and Voluntary Insurance plans
Paid holidays & vacation
Floating days off
Parental leave for new parents
Employee resource groups
Learning & development programs
Fun culture where you have an opportunity in shaping our future

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Application Lifecycle ManagementVulnerability ManagementWindows UpdatesData Flow OptimizationSLA ReviewCSAT MetricsTechnical SupportPerformance AssessmentIssue ResolutionAudit Compliance

Soft Skills

Customer Service MindsetClear CommunicationProblem SolvingCollaborationLeadership