Manager Application Support

Newrez•Coppell, TX

1d•Onsite

About The Position

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact. Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance. POSITION SUMMARY: The Manager Application Support leads the day-to-day operations of a Level 1 (L1) application support team. This role is accountable for queue health, staffing and scheduling, quality of responses, knowledge management, and first-contact resolution. The manager ensures consistent, customer-focused service delivery, partners with Level 2/3, engineering, and vendors for handoffs, and drives continuous improvement in processes, tools, and skills. DESCRIPTION: Essential Functions, Duties, and Responsibilities L1 Service Operations & Delivery Own daily L1 operations: intake, triage, ticket routing, and queue management across phone, chat, and portal. Monitor volume, SLAs/SLOs, and backlog; balance work and adjust staffing to meet demand. Drive First Contact Resolution (FCR), response quality, and adherence to standard operating procedures (SOPs). Maintain accurate knowledge base articles, macros, and runbooks to enable fast, consistent resolutions. Workforce Management & Coaching: Create schedules, rotations, and coverage plans (including after-hours/on call as needed). Set daily/weekly goals; review dashboards and individual metrics; conduct regular 1:1s and coaching. Provide training/onboarding for new hires and ongoing upskilling for existing analysts. Recognize performance, address gaps, and ensure a high-standard, customer-first culture. Intake Quality, Handoffs & Collaboration: Ensure high-quality ticket documentation (correct categorization, impact/urgency, reproducible steps). Establish clean handoffs to L2/L3 and vendors with required diagnostics, logs, and business context. Coordinate swarming with peer teams for faster resolution while keeping ownership at L1 until handoff. Communicate user-facing updates and ETAs in clear, timely language aligned to comms templates. Continuous Improvement & Tooling: Analyze trends in contacts, repeat incidents, and deflections; identify automation and KB opportunities. Standardize and refine L1 SOPs; improve forms, routing rules, and categorization for accuracy. Partner with platform owners on release readiness, supportability, and monitoring/alerting improvements. Ensure compliance with security, privacy, and audit requirements in all L1 processes. Stakeholder Management & Service Reporting: Provide clear operational reporting (SLA, FCR, CSAT, backlog, aging, contact volume, peak times). Gather feedback from business stakeholders; translate into service improvements and training needs. Communicate planned changes and known issues affecting L1; coordinate service notices with Comms/ITSM. Ability to effectively and accurately convey information to others. Performs related duties as assigned by management.

Requirements

Bachelor’s degree in information systems or related field (or equivalent experience).
Experience supporting enterprise SaaS and core business applications (e.g., Salesforce, ERP, HRIS, collaboration tools).
6-8 years in service desk or application support with 2+ years leading an L1 team or equivalent.
Hands-on experience with ITSM/ticketing tools (e.g., ServiceNow, Jira Service Management, Zendesk).
Proven coaching, feedback, and performance management skills.
Strong command of queue management, staffing models, and SLA management.
Exposure to contact center metrics (AHT, ASA, occupancy, service level) and WFM practices.
ITIL Foundation or similar; familiarity with Knowledge-Centered Service (KCS).
Strong verbal communication skills; strong writing and composition abilities.
Strong interpersonal skills with the ability to develop and maintain effective and professional relationships across the organization and with customers.
Strong influencing and negotiation skills; consultative and collaborative work style.
High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.
Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.
Strong project management and time management capability.
Self-directed and comfortable working with ambiguity and uncertainty.
High degree of professional maturity, integrity, ability to maintain confidential data and information.
High degree of business acumen; strong technical aptitude.
Working on-site at assigned office location.
Regular and punctual attendance adhering to schedule established by leadership.
Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
Sedentary work in a stationary position at a cubicle for prolonged periods of time.
Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Responsibilities

Own daily L1 operations: intake, triage, ticket routing, and queue management across phone, chat, and portal.
Monitor volume, SLAs/SLOs, and backlog; balance work and adjust staffing to meet demand.
Drive First Contact Resolution (FCR), response quality, and adherence to standard operating procedures (SOPs).
Maintain accurate knowledge base articles, macros, and runbooks to enable fast, consistent resolutions.
Create schedules, rotations, and coverage plans (including after-hours/on call as needed).
Set daily/weekly goals; review dashboards and individual metrics; conduct regular 1:1s and coaching.
Provide training/onboarding for new hires and ongoing upskilling for existing analysts.
Recognize performance, address gaps, and ensure a high-standard, customer-first culture.
Ensure high-quality ticket documentation (correct categorization, impact/urgency, reproducible steps).
Establish clean handoffs to L2/L3 and vendors with required diagnostics, logs, and business context.
Coordinate swarming with peer teams for faster resolution while keeping ownership at L1 until handoff.
Communicate user-facing updates and ETAs in clear, timely language aligned to comms templates.
Analyze trends in contacts, repeat incidents, and deflections; identify automation and KB opportunities.
Standardize and refine L1 SOPs; improve forms, routing rules, and categorization for accuracy.
Partner with platform owners on release readiness, supportability, and monitoring/alerting improvements.
Ensure compliance with security, privacy, and audit requirements in all L1 processes.
Provide clear operational reporting (SLA, FCR, CSAT, backlog, aging, contact volume, peak times).
Gather feedback from business stakeholders; translate into service improvements and training needs.
Communicate planned changes and known issues affecting L1; coordinate service notices with Comms/ITSM.
Ability to effectively and accurately convey information to others.
Performs related duties as assigned by management.

Benefits

Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
Adoption Assistance
Tuition & Certification reimbursement
Employee Mortgage Loan Program
The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships
1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
Matching Gifts Program - dollar-for-dollar up to $1,000
Access to grants, nonprofit resources, and volunteer opportunities
More than $6,000,000 donated since 2020
1 in 5 employees participates in at least one Employee Resource Group (ERG)