Fusion HCR is hiring! Are you a skilled leader in IT application support looking to make a real impact? As the Assistant Director of  Application Support, you'll play a pivotal role in managing and empowering a dynamic team that provides critical support across a wide range of applications. You’ll work in a fast-paced, innovative environment where your expertise will ensure that key business systems run smoothly, enabling the team to deliver exceptional service to its guests and team members. If you're ready to lead a high-performing team, collaborate across departments, and drive continuous improvement, this could be the perfect opportunity for you!

Key Responsibilities:

• Lead and Support: Manage a talented team, ensuring timely response to service requests and keeping applications running at optimal levels.
• Collaboration Across Teams: Work closely with IT and business teams to resolve incidents and improve services. You'll coordinate with internal teams like Application Development, Project Management, and End User Services, as well as external vendors, to ensure seamless service delivery.
• Drive Excellence: You’ll ensure that applications are maintained according to high standards, handle upgrades, and monitor performance to prevent issues before they arise.
• Strategic Planning & Projects: Oversee application-related projects, ensuring they are delivered on time, within budget, and exceed expectations.
• Continuous Improvement: Identify trends and opportunities for improvement through performance metrics. Lead initiatives to enhance team efficiency and service delivery.
• Mentorship & Development: Provide training and professional development for your team. Foster a culture of continuous learning and performance enhancement.
• Cross-Functional Leadership: Step into a leadership role during escalations, driving collaboration across teams and ensuring effective resolution of critical issues.
• Audit & Compliance: Participate in audits to ensure compliance with key regulatory requirements, and address any findings promptly.
• Maintain and update critical support documentation, ensuring it is accurate and accessible.
• Manage ITIL-based incident management processes and workflows, focusing on delivering exceptional customer service.
• Ensure 24x7 support coverage for mission-critical systems, aligning resources based on subject matter expertise and cross-training where needed.
• Oversee the full lifecycle of application support technologies, ensuring industry best practices and standards are consistently applied.

Minimum Qualifications:

• 21 years of age and legally authorized to work in the United States.
• Bachelor's degree or equivalent experience in a relevant field.
• 7+ years of experience in a managerial role, ideally in service delivery and application support.
• 5+ years of hands-on experience with IT application support, preferably in gaming or hospitality.
• ITIL Service Delivery and Support experience (2+ years preferred; certification is a plus).
• Solid understanding of industry standards such as SOX, PCI, and regulatory controls.
• Proven success in managing enterprise application systems, with a strong focus on customer service and problem-solving.
• Strong interpersonal and communication skills with the ability to work with a diverse team.
• Ability to work flexible shifts, including nights, weekends, and holidays as needed.

Who You Are:

• A proactive problem solver with a passion for delivering top-notch IT services.
• An experienced leader with a strong background in IT application support and service delivery.
• A communicator who thrives in collaborative environments and can navigate complex, cross-functional challenges.
• A forward-thinker who embraces innovation and is always looking for ways to improve processes and drive success.
• A mentor who takes pride in developing team members and fostering a positive, growth-oriented work culture.

Why Join Us? We believe in fostering an environment where creativity, collaboration, and innovation thrive. As part of our IT leadership team, you’ll have the opportunity to shape the future of technology at one of the world’s most iconic resorts, while also advancing your career in an exciting, fast-paced industry.
If you’re ready to take on a leadership role that offers both challenge and opportunity, we want to hear from you