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Manager, IT Service Delivery & Enterprise Applications- Remote (Anywhere in the U.S.)

2 weeks, 1 day ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
Confluence Domo macOS NetSuite Salesforce
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GuidePoint Security

GuidePoint Security

GuidePoint Security is a trusted cybersecurity consulting firm that provides expertise, solutions, and services to help organizations make informed decisions and minimize risks. Their elite team of experts offers holistic perspectives on cybersecurity,...

Internet Software & Services
251-1K
Founded 2011
View All Jobs 28

Description

  • Lead the Enterprise Applications support team and the IT Help Desk through direct management and frontline supervision.
  • Translate service priorities into workstreams, owners, measurable outcomes, and a repeatable execution cadence.
  • Coach and develop support staff, including performance management, career development, cross-training, and runbook ownership.
  • Own end-to-end service performance, including employee experience, queue health, ticket aging, SLA performance, and resolution quality.
  • Partner with infrastructure, security, application, HR, and business teams to define support boundaries, escalation paths, and handoffs.
  • Drive shift-left improvements through training, permissions, knowledge articles, runbooks, and repeatable troubleshooting procedures.
  • Use service data and customer feedback to identify recurring issues, demand-reduction opportunities, and process improvements.
  • Support enterprise application incidents, releases, defects, enhancements, permissions, and user-impacting changes.
  • Develop KPI/SLA dashboards, exception reporting, and leadership updates on service performance and risks.
  • Lead service improvement initiatives, major incidents, and vendor coordination for assigned platforms and services.

Requirements

  • Bachelor’s degree in a relevant discipline or equivalent professional experience.
  • 8+ years of progressive experience in IT service delivery, technical support, enterprise applications support, endpoint operations, or related technology operations.
  • 5+ years of people-management experience with responsibility for performance, service quality, team development, and cross-functional execution.
  • Experience leading both a help desk or service desk function and an enterprise or business applications support function.
  • Experience managing service queues, ticket assignment, aging work, SLA performance, escalation paths, and service improvement activities.
  • Working knowledge of IT service management practices, including incident, request, escalation, problem, change, knowledge, and continuous improvement processes.
  • Experience supporting or managing SaaS and enterprise applications such as Salesforce, Certinia, Domo, UKG, NetSuite, or Google Workspace.
  • Experience with endpoint environments including macOS, Microsoft Windows, device lifecycle processes, and tools such as Intune or Kandji.
  • Working knowledge of identity and access concepts, including Okta or similar technologies, role-based access, MFA, and application provisioning.
  • Experience using Jira Service Management and Confluence; workflow, automation, request type, and dashboard improvement experience is preferred.
  • Ability to define and act on operational KPIs, SLAs, queue health, escalation quality, and capacity signals.
  • Experience creating knowledge articles, runbooks, support procedures, training plans, and backup coverage strategies.
  • Demonstrated ability to deliver measurable service improvements through automation, self-service, process redesign, or AI-assisted support.
  • Professional certifications such as ITIL, HDI, Atlassian, Salesforce, Okta, or Microsoft are a plus.
  • Approximately 10% out-of-town travel is required.

Benefits

  • Remote workforce primarily, U.S.-based.
  • Group medical insurance options with employer-paid premium contributions.
  • Group dental insurance with employer-paid premium contributions.
  • 12 corporate holidays and a Flexible Time Off (FTO) program.
  • Healthy mobile phone and home internet allowance.
  • Eligibility for retirement plan after 2 months at open enrollment.
  • Pet benefit option.

Interested in this position?

Apply directly on the company website

Apply Now

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