Encompass Support Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an Encompass Support Manager in United States.

This role is responsible for leading the operational support of a critical Loan Origination System (LOS), ensuring stability, responsiveness, and continuous improvement across production environments. The Encompass Support Manager oversees daily support activities, guiding a team that resolves system issues impacting mortgage operations at scale. You will play a key role in maintaining service quality by managing ticket workflows, escalations, and SLAs in a fast-paced, high-volume environment. The position requires close collaboration with operations, system administrators, QA teams, and external partners to ensure seamless issue resolution. In addition to support responsibilities, the role contributes to distinguishing between system defects and enhancement requests to ensure proper routing and prioritization. This is a leadership-focused position that directly impacts operational efficiency, user experience, and system reliability across the mortgage lifecycle.

Accountabilities:

Lead, coach, and develop the Encompass Support team to ensure effective handling of production issues and user inquiries
Oversee ticket intake, triage, prioritization, and resolution processes while ensuring adherence to SLAs and preventing backlog accumulation
Act as the primary escalation point for high-impact or complex system and operational issues
Collaborate with operations, system administrators, QA/UAT teams, and external vendors to investigate and resolve system defects
Distinguish and route requests appropriately between production support issues and change/enhancement requests
Analyze recurring issues, identify root causes, and implement process improvements to enhance system performance and reduce incidents
Monitor, track, and report key support metrics including ticket volume, resolution time, and SLA compliance

Requirements:

5+ years of experience in mortgage operations and/or ICE Encompass LOS environment
At least 2+ years of leadership or team management experience in a support or operations setting
Strong understanding of Encompass workflows and end-to-end loan lifecycle processes
Proven experience managing support queues, incident resolution processes, and SLA-driven environments
Excellent analytical and problem-solving skills with the ability to handle complex operational issues
Strong communication skills with the ability to collaborate across technical and non-technical stakeholders
Ability to prioritize effectively in a fast-paced, high-volume production support environment
Experience identifying trends and driving continuous process improvement initiatives

Benefits:

Competitive compensation package aligned with experience and responsibilities
Comprehensive medical, dental, and vision insurance coverage
401(k) retirement savings plan
Company-provided short-term disability coverage
Employee assistance program supporting mental health and well-being
Access to wellness programs designed to support a healthy work-life balance
Career development opportunities within a fast-growing, national organization
Inclusive and collaborative culture focused on growth, transparency, and employee engagement.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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