Encompass Support Manager

CrossCountry Mortgage, LLC

19h

About The Position

The Encompass Support Manager is responsible for leading the day-to-day support operations of the ICE Encompass Loan Origination System (LOS), ensuring timely resolution of production issues, maintaining system stability, and delivering a high level of service to business stakeholders. This role manages the Encompass Support team, oversees ticket intake and resolution, and partners closely with Operations, Encompass Admins, UAT, and Compliance to ensure issues are resolved efficiently and escalated appropriately. The Encompass Support Manager plays a critical role in balancing production support with ongoing system enhancements by ensuring proper routing between Support and Change Control.

Requirements

5+ years of mortgage operations and/or Encompass experience.
2+ years of leadership or team management experience.
Deep knowledge of Encompass workflows and loan lifecycle.
Experience managing support queues, SLAs, and issue resolution.
Excellent communication and problem-solving skills.

Responsibilities

Lead and develop the Encompass Support team, ensuring timely resolution of production issues and inquiries.
Manage ticket intake, triage, and prioritization to meet SLAs and prevent backlogs.
Serve as the escalation point for complex or high-impact issues.
Partner with Operations, Encompass Admins, UAT, and vendors to resolve defects and drive solutions.
Determine proper routing of requests between Support (issues) and Change Control (enhancements).
Identify trends and implement process improvements to reduce recurring issues.
Track and report on key metrics including ticket volume, resolution time, and SLA performance.