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 improv