Manager Application Support

Shelter Home Mortgage LLC

Coppell, TX, United States
On-site
L1 application support team leadership
Queue health and management
First contact resolution (fcr)
Shelter Home Mortgage LLC is seeking a Manager Application Support who will lead a Level 1 application support team, ensuring excellent service delivery, queue management, and continuous improvement. The ideal candidate should have significant experience in service desk or application support, along with leadership skills and a solid background in enterprise SaaS applications

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 drives continuous improvement in processes, tools, and skills, and partners with Level 2/3, engineering, and vendors for handoffs.

Matching Summary

Match Score: 85

Shelter Home Mortgage LLC is seeking a Manager Application Support who will lead a Level 1 application support team, ensuring excellent service delivery, queue management, and continuous improvement. The ideal candidate should have significant experience in service desk or application support, along with leadership skills and a solid background in enterprise SaaS applications.

Skills & Requirements

Must-have

  • L1 application support team leadership
  • Queue health and management
  • First Contact Resolution (FCR)
  • Knowledge management and SOPs
  • ITSM/ticketing tools experience

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
  • ITIL Foundation or similar

Work Rights

Not specified

Tailored Resume

Cover Letter