Director of IT – Application Support

Job Description

Please no 3rd parties or C2C.
Must be a US Permanent Resident or Citizen.
We are unable to sponsor currently.

Job Title: Director of IT Operations & Application Support
Location: Central New York (On-Site)
Job Type: Full-time, direct hire
Salary Range: $150,000 – $180,000 annually (depending on experience)

About the Role:

A large, complex organization operating in a highly regulated, 24/7 environment is seeking a Director of IT Operations & Application Support to lead enterprise-wide technology operations and service delivery.

This role is responsible for driving operational excellence, governance, and continuous improvement across infrastructure, application support, and end-user services. You will oversee mission-critical systems supporting multiple business functions, ensuring high availability, scalability, and performance across the enterprise.

This is a highly visible leadership role requiring deep experience in enterprise IT operations, service management, and regulated environments.

Key Responsibilities:

Enterprise IT Operations Leadership

• Lead enterprise IT operations including technical operations center (TOC), service desk, infrastructure, and application support teams
• Ensure 24/7 availability, reliability, and performance of mission-critical systems
• Act as the escalation point for major incidents, ensuring structured resolution and executive-level communication

IT Service Management & Modernization

• Own and mature ITSM practices (incident, problem, change, and request management)
• Implement automation, monitoring, and proactive support strategies to improve service delivery
• Define, track, and report on SLAs, KPIs, and operational performance metrics

Application Support & Operational Readiness

• Oversee operational support for a large portfolio of enterprise applications
• Partner with development, infrastructure, security, and compliance teams to ensure applications are secure, stable, and production-ready
• Support system upgrades, implementations, and ongoing enhancements

Team Leadership & Development

• Lead and develop multiple layers of technical and operational leadership
• Establish performance expectations, career development paths, and succession planning
• Foster a culture of accountability, collaboration, and continuous improvement

Business Partnership & Stakeholder Engagement

• Collaborate with executive leadership and business units to align IT operations with organizational goals
• Translate business needs into scalable operational solutions
• Provide executive-level reporting on performance, risks, and strategic initiatives

Governance, Risk & Compliance

• Ensure adherence to regulatory requirements, security standards, and internal controls
• Lead disaster recovery, business continuity, and risk management efforts
• Manage budgets, vendor relationships, and contract negotiations

Qualifications:

Education

• Bachelor’s degree in Information Technology, Computer Science, MIS, Business, or related field (or equivalent experience)

Experience

• 10+ years of progressive IT experience
• 5+ years leading enterprise IT operations and/or application support teams
• Experience managing large, multi-team environments (50+ staff) with 24/7 support models
• Background in regulated environments with compliance and audit responsibilities

Technical Skills

• Strong expertise in IT Service Management (ITSM) frameworks (e.g., ITIL)
• Experience with enterprise operations, incident management, and service delivery optimization
• Familiarity with large-scale application environments and infrastructure operations

Certifications (Preferred)

• ITIL or related IT service management certification

Soft Skills

• Strong leadership and team development capabilities
• Excellent communication skills across technical and executive audiences
• Strategic thinker with a focus on operational excellence and continuous improvement

Why Join This Opportunity:

• Lead IT operations in a highly visible, enterprise-scale environment
• Influence modernization initiatives across a complex technology landscape
• Build and mentor large, high-performing teams
• Partner directly with executive leadership on strategic initiatives