Application Support & Managed Services Director

ReSource Pro; Atlanta (GA); Remote; USD 121,000 - 205,000; Full time

Benefits offered by this job

Health insurance Day 1

Remote position

401k with employer match

HSA/FSA

Disability insurance

Generous PTO

Growth opportunities

Internet stipend

Job summary

ReSource Pro is seeking a Director of Application Support & Managed Services to own end-to-end delivery, governance, and continuous improvement for support, platform operations, and managed services. This leader ensures reliable, measurable performance through ITSM processes, SLA adherence, and transparent reporting.

The role directs a multi-tier team and collaborates with clients and leadership to drive automation, resilience, and proactive operations from a remote base in the United States.

Qualifications

• Bachelor’s degree in a related field.
• 12–18 years of progressive IT experience across application support and operations.
• 6–9 years in service delivery/operations leadership within managed services or production operations.
• Demonstrated success managing global delivery models with cross-time-zone stakeholders.
• ITSM Practitioner / ITIL certifications preferred; PMP/Prince2/Agile/Azure/AWS/ServiceNow are a plus.
• Strong client-facing and executive communication skills under pressure.
• Proven people leadership with coaching and talent development.
• Insurance/financial services or enterprise SaaS exposure is a plus.

Responsibilities

• Own end-to-end delivery for application support, platform operations, and managed services with SLA/OLA/KPI accountability.
• Direct L1/L2 support across applications, data platforms, and integrations with alignment to L3 teams.
• Lead Major Incident Management, including rapid escalation and post-incident follow-through.
• Drive ITIL adherence across incident, problem, change, release, and knowledge management.
• Define and publish operational KPIs; deliver executive dashboards and QBR packs for clients.
• Drive automation and continuous improvement to reduce manual effort and MTTR.
• Lead and develop a multi-tier team of service managers, leads, and engineers.
• Serve as primary delivery interface to clients and stakeholders with transparent updates.

Skills

Leadership

ITIL/ITSM

Global delivery

Stakeholder communication

Incident management

Automation

Service delivery

People development

Education

Bachelor’s degree in Computer Science / IT / Data Analytics / Statistics / Mathematics / Engineering / Business

Job description

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!

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 opportunities at ReSource Pro. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other ReSource Pro employees.

This is a remote position, and the salary range for most locations for this role is $120,948-$205,026 annually.

The salary range may vary based on experience and on the specific geographic location in which the candidate resides.

Your Benefits & Perks…

• 100% paid employee health insurance available on Day 1
• Eligible for all medical, dental, and vision benefits on Day 1
• Remote positions are Internet stipend-eligible
• 401k with employer match, vested on Day 1
• HSA/FSA available
• Long Term and short-term disability employer-provided
• Generous PTO plan with paid holidays + floating holidays
• Development and growth opportunities
• Comprehensive wellness program and prioritization of employee health

About ReSource Pro:

Focused exclusively on the insurance industry, ReSource Pro is the trusted partner insurance organizations rely on to optimize performance, streamline operations and process engineering, and drive growth. Serving 2,000+ carriers, brokers, wholesalers, and MGAs, ReSource Pro is a recognized market leader in insurance workflow optimization, data and technology services, and strategic operating model transformation. Maintaining a 96%+ client retention rate for over a decade, ReSource Pro is the only firm serving the insurance industry to have earned a spot on the Inc. 5000 list 16 times—placing it among the top 0.02% of repeat honorees across all sectors in the Inc. list’s 40+ year history.

Equal Employment Opportunity Policy

ReSource Pro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.