Carnegie Mortgage Partners LLC is seeking a Manager Application Support to lead a Level 1 application support team in Coppell, TX. The role involves overseeing daily operations, ensuring high-quality customer service, and driving continuous improvement in support processes
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 manager partners with Level 2/3, engineering, and vendors for handoffs, and drives continuous improvement in processes, tools, and skills.
Matching Summary
Match Score: 85
Carnegie Mortgage Partners LLC is seeking a Manager Application Support to lead a Level 1 application support team in Coppell, TX. The role involves overseeing daily operations, ensuring high-quality customer service, and driving continuous improvement in support processes.
Skills & Requirements
Must-have
Level 1 application support team
Queue health and management
First Contact Resolution (FCR)
Knowledge management and SOPs
ITSM/ticketing tools experience
Workforce management and coaching
Nice-to-have
Customer-focused service delivery
Continuous process improvement
Stakeholder management and reporting
High learning agility
Business acumen and technical aptitude
Key Requirements
6-8 years in service desk or application support
2+ years leading an L1 team
Bachelor’s degree in information systems or related field (or equivalent experience)
Experience supporting enterprise SaaS and core business applications