Manager Application Support

Carolina One Mortgage LLC

Coppell, TX, United States
On-site
L1 service operations and delivery
Workforce management and coaching
Intake quality and handoffs
Carolina One Mortgage LLC is seeking a Manager Application Support to lead a Level 1 application support team in Coppell, TX. The role focuses on ensuring efficient service delivery, coaching team members, and driving continuous improvement in application support processes while aligning with the company’s values of customer focus and community commitment

Job Summary

  • The Manager Application Support leads the day-to-day operations of a Level 1 (L1) application support team, ensuring consistent, customer-focused service delivery.
  • This role is accountable for queue health, staffing and scheduling, quality of responses, knowledge management, and first-contact resolution.
  • The company offers a comprehensive benefits package including medical, dental, vision insurance, 401(k) with match, and paid parental leave.

Matching Summary

Match Score: 85

Carolina One Mortgage LLC is seeking a Manager Application Support to lead a Level 1 application support team in Coppell, TX. The role focuses on ensuring efficient service delivery, coaching team members, and driving continuous improvement in application support processes while aligning with the company’s values of customer focus and community commitment.

Skills & Requirements

Must-have

  • L1 service operations and delivery
  • Workforce management and coaching
  • Intake quality and handoffs
  • Continuous improvement and tooling
  • Stakeholder management and reporting

Nice-to-have

  • Customer-focused service delivery
  • Empowering employees and innovative solutions
  • High-standard, customer-first culture

Key Requirements

  • Bachelor’s degree in information systems or related field (or equivalent experience)
  • 6-8 years in service desk or application support
  • 2+ years leading an L1 team
  • Hands-on experience with ITSM/ticketing tools
  • ITIL Foundation or similar
  • Familiarity with Knowledge-Centered Service (KCS)

Work Rights

Not specified

Tailored Resume

Cover Letter