Help Desk & Telephony Systems Administrator | Sage Home Loans

This role requires a hybrid schedule and will be based in our South Charlotte, NC Headquarters (Tuesday through Thursday) and work fully remotely on Mondays and Fridays each week.

For the Sage Home Loans website click here. Curious how Sage Home Loans fits into Red Ventures? Click here.

Sage Home Loans is on a mission to revolutionize the industry by making mortgage simple. We’re looking for a Help Desk & Telephony Systems Administrator who thrives in fast-moving environments and takes pride in being the person others rely on to keep things running smoothly. This role sits at the center of our production ecosystem—owning first-line support for internal teams while administering and optimizing our telephony/contact-center platforms. You’ll solve problems in real time, reduce friction across the loan lifecycle, and continuously improve how work gets done. This role operates on a standard 10:00 AM – 7:00 PM ET schedule 

What You’ll Do:

Production Support & Ticket Ownership 

• Serve as the first point of contact for internal support requests; intake, triage, troubleshoot, and resolve tickets through Zendesk  

• Diagnose and resolve user and system issues across platforms including Encompass (LOS) and related tools  

• Identify root cause of issues (system vs. process vs. user error) and route or escalate with clear ownership and context  

• Maintain proactive, consistent communication with teammates through resolution and closure  

• Monitor for high-impact or widespread issues and escalate with urgency  

Telephony & Contact Center Administration 

• Configure and maintain telephony systems including call flows, IVRs, queues, routing logic, voicemail, and user permissions  

• Own day-to-day system administration including adds/changes, access management, and queue/agent configuration  

• Partner with Technology and external vendors to support enhancements, troubleshoot issues, and ensure system reliability  

• Continuously evaluate system performance and recommend improvements that enhance both teammate and client experience  

Continuous Improvement & Operational Excellence 

• Identify trends in support requests and proactively recommend solutions (training, workflow updates, system fixes)  

• Improve ticket quality and efficiency through better intake standards, categorization, and documentation  

• Contribute to building scalable processes that reduce repeat issues and maximize team productivity  

• Act with urgency and ownership to remove blockers and keep production moving 

  

What We’re Looking For:

• 1–3+ years of experience in IT help desk, technical support, production support, or systems administration  

• Experience working with ticketing or ITSM tools (Zendesk or similar) and structured troubleshooting workflows  

• Hands-on experience supporting or administering telephony/contact-center platforms (call flows, IVRs, routing, queues, permissions)  

• Strong communication skills with the ability to support teammates across multiple functions and provide clear, timely updates  

• Highly organized and process-oriented, with the ability to identify patterns and drive continuous improvement—not just fix one-off issues  

• A strong sense of ownership and accountability; you follow problems through to resolution and don’t let things fall through the cracks  

• Ability to operate with urgency and prioritize effectively in a fast-paced production environment where speed-to-serve matters  

• Adaptability and a growth mindset—you’re comfortable with change, open to feedback, and motivated to get better every day  

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