Manager Application Support

Who We Are

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.

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.

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. 

Qualifications and Education 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).

Skills, Abilities, and Knowledge:

• 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.

Work Environment and Physical Requirements

• 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. 

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

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.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• 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

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 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)
  

Equal Employment Opportunity 

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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