Manager Application Support

Coast One Mortgage LLC

Not specified; not specified; medical, dental, vis...
Onsite
6-8 years service desk experience
2+ years leading l1 team
Experience with servicenow or jira
Coast One Mortgage LLC is seeking a Manager of Application Support to lead their Level 1 support team, focusing on operations, staffing, quality assurance, and process improvement. The ideal candidate should have extensive experience in application support and team leadership, as well as strong communication and analytical skills

Job Summary

  • The Manager Application Support leads the day-to-day operations of a Level 1 application support team at Newrez, ensuring consistent customer-focused service delivery.
  • This role is accountable for queue health, staffing, scheduling, quality of responses, knowledge management, and driving first-contact resolution across phone, chat, and portal channels.
  • Newrez offers a comprehensive benefits package including medical, dental, vision, 401(k) with employer match, paid parental leave, and opportunities for volunteer time off.

Matching Summary

Match Score: 85

Coast One Mortgage LLC is seeking a Manager of Application Support to lead their Level 1 support team, focusing on operations, staffing, quality assurance, and process improvement. The ideal candidate should have extensive experience in application support and team leadership, as well as strong communication and analytical skills.

Salary

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

Skills & Requirements

Must-have

  • 6-8 years service desk experience
  • 2+ years leading L1 team
  • Experience with ServiceNow or Jira
  • Bachelor's degree in information systems
  • Enterprise SaaS application support

Nice-to-have

  • ITIL Foundation certification
  • Knowledge-Centered Service (KCS) familiarity
  • Strong coaching and feedback skills
  • High learning agility
  • Consultative work style

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
  • Hands-on experience with ITSM tools like ServiceNow
  • Smartphone capable of installing security apps required

Work Rights

Not specified

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