Senior Director of Application Support

Jenzabar, Inc.; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

A technology company is seeking a Senior Director of Application Support to lead their global support operations for an ERP SaaS platform. The ideal candidate will have over 15 years of experience in technical support, with a strong focus on team management and incident response. Responsibilities include overseeing daily operations and developing performance metrics. This leadership role requires deep knowledge of ITSM frameworks and a relevant degree.

Qualifications

• 15+ years of experience in technical or application support roles.
• At least 8+ years in leadership positions.
• Experience managing cloud-based ERP or enterprise SaaS support operations.

Responsibilities

• Oversee day-to-day operations of the application support function.
• Build and manage a high-performing team.
• Develop operational standards and performance metrics.

Skills

Team management

Incident response

Customer service

Root cause analysis

Education

Bachelor's degree in Computer Science, Information Systems, or related field

Master's degree (preferred)

Tools

ITSM frameworks and tools

ERP platforms

Job description

A company is looking for a Senior Director of Application Support to lead global support operations for their ERP SaaS platform.

Key Responsibilities

• Oversee day-to-day operations, incident response, customer escalations, and SLAs for the application support function
• Build and manage a high-performing team of support managers, engineers, and analysts
• Develop operational standards, KPIs, and performance metrics while driving root cause analysis for recurring issues

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field (Master's preferred)
• 15+ years of experience in technical or application support roles, with at least 8+ years in leadership
• Experience managing support operations for a cloud-based ERP or enterprise SaaS platform
• Strong familiarity with ITSM frameworks and tools
• PMP, ITIL, or relevant certifications preferred