Application Support & Managed Services Director
Do you thrive on turning complex technology operations into predictable, measurable service? Are you energized by leading teams that keep mission-critical platforms and client experiences running smoothly?
Come Join ReSource Pro ! Your Role...
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 .
In this role, you will...
- 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
What You Need to be Successful...
- 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
- ITSM Practitioner / ITIL certifications preferred; PMP, Prince2, Agile/Scrum, Azure, AWS, or ServiceNow certifications are an added advantage
- 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
- Preferred industry exposure: insurance, financial services, and/or enterprise SaaS environments with high availability and regulatory expectations
Your Compensation…
Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes annual bonus eligibility, benefits, and other opportu