LauraMac, LLC
Job Description
Date: 7/28/2025
Job Title: Manager, Application Support
General Information:
Hiring Manager: General Manager, Client Delivery
Department: Corporate
Reports to: General Manager, Client Delivery
Job Status:
Full Time Part Time Contractor
FLSA Status
Exempt Non-Exempt No-Designation
Target Compensation: $110-$140k
About LauraMac
LauraMac is a leading SaaS provider of innovative mortgage technology solutions. We are dedicated to transforming the mortgage industry with intuitive, high-performance platforms that capital markets participants to operate more efficiently and compliantly.
Job Summary: We're looking for a Manager of our application support team who will play a pivotal role in the future of our company. We are seeking a detail-oriented and proactive person to manage a small team of analysts and oversee all aspects of our JIRA ticketing system across multiple projects. The ideal candidate will ensure timely resolution of support issues, create metrics and trending reports for ticket backlogs, uphold SLA commitments, and maintain team readiness through training and staffing management. Mortgage industry knowledge is highly preferred.
Responsibilities:
Team Leadership & Staffing
- Manage a small team of application support analysts.
- Ensure appropriate staffing levels to meet business needs, including planning for absences and peak support periods.
- Onboard, train, and mentor analysts to ensure high-quality support and adherence to standard processes.
- Conduct regular team check-ins, performance reviews, and development planning.
- Foster a collaborative, customer-first mindset among support staff.
Ticket Management & Oversight
- Manage the full ticket lifecycle in JIRA across all LauraMac products.
- Ensure timely triage, prioritization, categorization, and assignment of tickets based on SLA and urgency.
- Monitor unattended or aging tickets and work with internal teams to clear or resolve them.
- Proactively escalate critical or stalled issues and follow up with ticket owners.
- Champion data hygiene by ensuring ticket fields and statuses are used accurately and consistently.
Reporting & Dashboard Design
- Design and maintain dashboards to track ticket volumes, SLA adherence, backlog status, and resource performance.
- Generate and deliver weekly/monthly reports with actionable insights for leadership and operations.
- Perform LOE (Level of Effort) vs. actual analysis to inform team capacity planning and post-implementation reviews.
Categorization & Billing Support
- Ensure all tickets are properly tagged and categorized to support client billing and compliance tracking.
- Periodically audit tickets for accuracy and resolve categorization gaps.
Cross-Functional Collaboration
- Work closely with production support, configuration and product teams to drive resolution and quality improvements.
- Represent the voice of the support team in cross-functional meetings and roadmap discussions.
- Drive initiatives to improve customer support processes, workflows, and documentation.
Qualifications
- 5+ years of experience in application support, customer success, or help desk leadership.
- Experience managing and developing small teams.
- Strong expertise in JIRA or equivalent ticketing systems.
- Excellent skills in reporting, dashboarding, and performance analytics.
- Familiarity with SaaS platforms and customer billing models.
- In-depth knowledge of the residential mortgage market, including loan trading, correspondent lending, and securitizations.
- Excellent communication skills.
Location: • Remote.
Note: Job duties involve the us of discretion and independent judgement
Date: 7/28/2025
Job Title: Manager, Application Support
General Information:
Hiring Manager: General Manager, Client Delivery
Department: Corporate
Reports to: General Manager, Client Delivery
Job Status:
Full Time Part Time Contractor
FLSA Status
Exempt Non-Exempt No-Designation
Target Compensation: $110-$140k
About LauraMac
LauraMac is a leading SaaS provider of innovative mortgage technology solutions. We are dedicated to transforming the mortgage industry with intuitive, high-performance platforms that capital markets participants to operate more efficiently and compliantly.
Job Summary: We're looking for a Manager of our application support team who will play a pivotal role in the future of our company. We are seeking a detail-oriented and proactive person to manage a small team of analysts and oversee all aspects of our JIRA ticketing system across multiple projects. The ideal candidate will ensure timely resolution of support issues, create metrics and trending reports for ticket backlogs, uphold SLA commitments, and maintain team readiness through training and staffing management. Mortgage industry knowledge is highly preferred.
Responsibilities:
Team Leadership & Staffing
- Manage a small team of application support analysts.
- Ensure appropriate staffing levels to meet business needs, including planning for absences and peak support periods.
- Onboard, train, and mentor analysts to ensure high-quality support and adherence to standard processes.
- Conduct regular team check-ins, performance reviews, and development planning.
- Foster a collaborative, customer-first mindset among support staff.
Ticket Management & Oversight
- Manage the full ticket lifecycle in JIRA across all LauraMac products.
- Ensure timely triage, prioritization, categorization, and assignment of tickets based on SLA and urgency.
- Monitor unattended or aging tickets and work with internal teams to clear or resolve them.
- Proactively escalate critical or stalled issues and follow up with ticket owners.
- Champion data hygiene by ensuring ticket fields and statuses are used accurately and consistently.
Reporting & Dashboard Design
- Design and maintain dashboards to track ticket volumes, SLA adherence, backlog status, and resource performance.
- Generate and deliver weekly/monthly reports with actionable insights for leadership and operations.
- Perform LOE (Level of Effort) vs. actual analysis to inform team capacity planning and post-implementation reviews.
Categorization & Billing Support
- Ensure all tickets are properly tagged and categorized to support client billing and compliance tracking.
- Periodically audit tickets for accuracy and resolve categorization gaps.
Cross-Functional Collaboration
- Work closely with production support, configuration and product teams to drive resolution and quality improvements.
- Represent the voice of the support team in cross-functional meetings and roadmap discussions.
- Drive initiatives to improve customer support processes, workflows, and documentation.
Qualifications
- 5+ years of experience in application support, customer success, or help desk leadership.
- Experience managing and developing small teams.
- Strong expertise in JIRA or equivalent ticketing systems.
- Excellent skills in reporting, dashboarding, and performance analytics.
- Familiarity with SaaS platforms and customer billing models.
- In-depth knowledge of the residential mortgage market, including loan trading, correspondent lending, and securitizations.
- Excellent communication skills.
Location: • Remote.
Note: Job duties involve the us of discretion and independent judgement