RemoteLeaf Logo
Log in Sign up

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

1 month, 3 weeks ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
Confluence Domo macOS NetSuite Salesforce
Apply Now
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 17

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

Similar Roles

Carvana

Associate Director, Field Operations & Strategy

Carvana 10K-50K Automotive

Carvana is seeking an Associate Director, Field Operations and Strategy to lead performance across multiple Inspection Centers, combining hands-on production management with network-wide operational strategy and continuous improvement.

United States Full-time Lead Operations Manager
1 hour, 8 minutes ago
Oklo

Senior Facilities Manager

Oklo 51-250 Electric Utilities

Oklo is hiring a Senior Facilities Manager to lead operations, planning, projects, vendors, and logistics across its non-reactor offices, laboratories, warehouses, and test facilities as the company expands its clean-energy operations.

United States Full-time Senior Operations Manager
$140k-$180k
Cybersecurity ERP
1 hour, 38 minutes ago
TSMG

Field Operations Coordinator / Operations Manager

TSMG Professional Services

An experienced Field Operations Coordinator/Operations Manager will support a large-scale international field project by coordinating daily execution, distributed teams, reporting, and operational issue resolution.

Hungary Full-time Mid Level Operations Manager
1 hour, 38 minutes ago
Above Lending

Manager, Client Solutions

Above Lending 11-50 Banks

Above Lending, Inc. is hiring a Manager of Client Solutions to build and lead a remote client retention team that helps recently delinquent borrowers return to current payment status through empathetic, compliant outreach.

United States Full-time Lead Operations Manager
$80k-$95k
1 hour, 53 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers