Remote Director, App Support & Managed Services

ReSource Pro Growth Solutions

Atlanta (GA)

On-site

USD 121,000 - 205,000

Full time

12 days ago

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Benefits offered by this job

Health insurance Day 1

Remote stipend

401k match

HSA/FSA

Disability insurance

PTO & holidays

Wellness program

Growth opportunities

Job summary

ReSource Pro is seeking a Director of 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 and executive reporting.

The role directs 2–4 direct reports and a multi-tier team, with a focus on automation, resilience, and client outcomes.

Qualifications

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.

Responsibilities

Own end-to-end delivery for application support, platform operations, and managed services, ensuring SLA/OLA/KPI commitments.
Direct L1/L2 support across business applications, insurance platforms, data platforms, and integrations; align with L3 engineering teams.
Lead Major Incident Management, including escalation, communication, restoration, and post-incident follow-through.
Drive ITIL adherence across incident, problem, change, release, and knowledge management; CAB participation and change control enforcement.
Define, publish, and improve operational KPIs; produce executive-ready reporting, dashboards, and QBR packs.