Manager, Application Support & Operations

The Manager Application Support & Operations is responsible for establishing and operationalizing end-to-end application support services and call center technology support. This leader will build and run support processes define service levels and reporting manage support queues and partner with Engineering and vendors to drive scalable resolutions repeatable SOPs and continuous improvement. The role requires a self-starter with strong communication and a data-driven operating cadence.

What Youll Do:

• Stand up and operationalize application support services including intake triage resolution escalation and closure workflows.

• Define and manage support process flows across Level 1/Level 2/Engineering including clear handoffs ownership and escalation paths.

• Own support queue management (ticket routing prioritization SLA tracking backlog health and workload balancing).

• Establish service management standards: SLAs/OLAs severity definitions on-call/after-hours coverage model (as applicable) and communication templates.

• Partner with Engineering/Product to build and maintain SOPs/knowledge articles so Level 2 can resolve repetitive issues without engineering involvement.

• Lead triage and root cause analysis (RCA) for recurring incidents; drive corrective and preventive actions with Engineering and vendors.

• Develop and publish operational reporting and dashboards (ticket volume SLA attainment backlog MTTR defect trends top drivers and customer/business impact).

• Run a disciplined operating cadence: daily/weekly reviews incident communications post-incident reviews and monthly performance updates to stakeholders.

• Lead support for the call center technology stack (e.g. telephony/CCaaS platform CRM integrations routing workforce tools) and ensure stability uptime and change readiness.

• Manage vendor relationships including contract support obligations ticket coordination escalation performance reviews and renewals inputs.

• Drive continuous improvement initiatives (automation monitoring self-service shift-left and quality) to reduce incidents and improve agent experience.

• Ensure compliance with security access controls audit requirements and change management processes for supported systems.

What Youll Bring:

• 7 years of experience in application support IT service operations or technical operations including leadership of support teams.

• Demonstrated experience setting up or transforming support processes and operating models (ITIL-aligned incident problem and change management).

• Strong working knowledge of ticketing/ITSM platforms (e.g. FreshService Jira Service Management) and queue/workflow design.

• Experience building reports and dashboards (e.g. Power BI Excel) and running a metrics-driven operations cadence.

• Proven ability to partner effectively with Engineering to create SOPs shift-left resolutions and drive recurring issue reduction.

• Experience supporting call center technology stacks and integrations including vendor coordination and escalations.

• Excellent written and verbal communication; able to translate technical issues into clear business impact updates.

• Self-starter with strong prioritization stakeholder management and ability to operate with minimal oversight.

About Renuity
Renuity headquartered in Charlotte NC is a leading home improvement services business with a rapidly expanding national footprint. Renuity currently operates across 36 states and has created hundreds of thousands of happier homeowners across the United States who have chosen Renuity for their home improvement needs. Renuity is redefining the home improvement experience with a focus on trust innovation and customer-first service.

To learn more visit Renuitys About Us page.

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Required Experience:

Manager