Manager Application Support

Newrez

Not specified; not specified; medical, dental, vis...
Onsite
6-8 years service desk experience
2+ years leading l1 support team
Experience with salesforce erp hris
Newrez is seeking a Manager Application Support to oversee a Level 1 application support team, focusing on operational efficiency, customer service, and continuous improvement. The ideal candidate will have a strong background in application support, leadership experience, and a commitment to enhancing service delivery for residential mortgage borrowers

Job Summary

  • The role leads day-to-day operations of a Level 1 application support team ensuring consistent customer-focused service delivery.
  • Newrez invests in employee growth and wellbeing through benefits like tuition reimbursement, 401(k) matching, and paid volunteer time off.
  • The position requires balancing workloads, driving first-contact resolution, and maintaining accurate knowledge base articles for fast resolutions.

Matching Summary

Match Score: 85

Newrez is seeking a Manager Application Support to oversee a Level 1 application support team, focusing on operational efficiency, customer service, and continuous improvement. The ideal candidate will have a strong background in application support, leadership experience, and a commitment to enhancing service delivery for residential mortgage borrowers.

Salary

Not specified; Not specified; Medical, dental, vision, 401(k) match, parental leave, tuition reimbursement

Skills & Requirements

Must-have

  • 6-8 years service desk experience
  • 2+ years leading L1 support team
  • Experience with Salesforce ERP HRIS
  • Hands-on ITSM tool proficiency
  • Queue management and SLA monitoring

Nice-to-have

  • Strong coaching and feedback skills
  • Knowledge-Centered Service (KCS) familiarity
  • High learning agility for new systems
  • Consultative and collaborative work style
  • Ability to manage ambiguity effectively

Key Requirements

  • Bachelor's degree in information systems or equivalent
  • 6-8 years in service desk or application support
  • 2+ years leading an L1 team
  • Smartphone meeting security standards required

Work Rights

Not specified

Tailored Resume

Cover Letter