Application Support & Managed Services Director

ReSource Pro•Atlanta, GA

2d•$120,948 - $205,026•Remote

About The Position

ReSource Pro is seeking a Director, Application Support & Managed Services to own end-to-end delivery, governance, and continuous improvement for application support, platform operations, and managed services. This leader ensures services run reliably, predictably, and measurably through strong ITSM processes, operational controls, SLA performance, and stakeholder transparency, while driving automation and modernization to improve resilience, reduce MTTR, and enhance customer outcomes. This role directs a multi-tier organization through 2-4 direct reports (service managers and technical leads), who in turn manage support engineers, platform analysts, and operations specialists. We hire the best because our service is only as good as the people delivering it. We’re committed to hiring individuals who engage in our amazing culture and embrace our Core Values: Commitment to Community, Teamwork, Passion for Excellence, Service-Centric, and Best Self. All remote positions are based in the United States, and candidates must reside within the U.S. to be eligible for consideration.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Data Analytics, Statistics, Mathematics, Engineering, Business, or a related field
12–18 years of progressive IT experience across application support, platform/technical operations, and service delivery
6–9 years in service delivery/operations leadership within managed services, application support, or production operations, with clear accountability for outcomes
Demonstrated success managing global delivery models (onshore/offshore/nearshore), including coverage, on-call, cost/quality balance, and cross-time-zone stakeholders
Strong client-facing and executive-level communication skills, with the ability to lead through ambiguity and high-pressure production situations
Proven people leadership: coaching, performance management, talent development, and culture building

Nice To Haves

ITSM Practitioner / ITIL certifications preferred
PMP, Prince2, Agile/Scrum, Azure, AWS, or ServiceNow certifications are an added advantage
Preferred industry exposure: insurance, financial services, and/or enterprise SaaS environments with high availability and regulatory expectations

Responsibilities

Own end-to-end delivery for application support, platform operations, and managed services — ensuring performance against contractual SLA, OLA, and KPI commitments
Direct L1/L2 support across business applications, insurance platforms, data platforms, and integrations, ensuring tight alignment with L3 engineering teams
Lead Major Incident Management, including rapid escalation, stakeholder communication, service restoration, and post-incident follow-through
Drive ITIL adherence across incident, problem, change, release, and knowledge management, including CAB participation and change control enforcement
Define, publish, and improve operational KPIs, and produce executive-ready reporting, dashboards, and QBR packs for clients and leadership
Drive automation and continuous improvement to reduce manual effort, ticket volume, and MTTR, and to promote proactive, self-healing operations
Lead and develop a multi-tier team of service managers, technical leads, support engineers, platform analysts, and operations specialists
Serve as the primary delivery interface to client and business stakeholders, providing transparent updates on performance, risk, and improvement roadmaps