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

GuidePoint Security provides trusted cybersecurity expertise solutions and services that help organizations make better decisions and minimize risk. By taking a three-tiered holistic approach for evaluating security posture and ecosystems GuidePoint enables some of the nation’s top organizations such as Fortune 500 companies and U.S. government agencies to identify threats optimize resources and integrate best-fit solutions that mitigate risk. Managers IT Service Delivery & Enterprise Applications at GuidePoint Security operate at the intersection of employee support enterprise applications Information Technology and Information Security. They are service-minded leaders who create structure develop teams and translate direction into reliable execution.

The ideal candidate

thrives in a fast-paced technology-centric environment leads multiple support functions manages competing priorities and takes pride in delivering a responsive measurable and continuously improving employee technology experience. Role and

Responsibilities

Lead two distinct operating functions the Enterprise Applications support team through direct management of a team of application support professionals and the IT Help Desk through its supervisor and frontline support staff Serve as the operational leader for the IT Service Delivery and Enterprise Applications support functions translating established priorities into defined workstreams accountable owners measurable outcomes and a repeatable execution cadence Manage coach and develop the Help Desk supervisor Help Desk staff and Enterprise Applications support personnel including performance expectations career development succession coverage cross-training access readiness and runbook ownership Own end-to-end service performance across assigned support functions including employee experience queue health ticket assignment aging and idle work meaningful first touch SLA performance customer communication follow-through and resolution quality Establish and lead a consistent operating cadence for reviewing stale work delay causes escalations recurring demand service risks blockers owners target dates and continuous improvement actions Partner with Systems Operations Endpoint Engineering Identity Security application delivery teams and business owners to define support boundaries escalation criteria and effective L1/L2/L3 handoffs Systems Operations and infrastructure engineering remain under the Director of IT Operations Drive shift-left opportunities by expanding Help Desk and Enterprise Applications support capability through training appropriate permissions knowledge articles runbooks and repeatable troubleshooting procedures Use service data customer feedback escalation patterns and recurring issues to identify demand-reduction opportunities application support trends and prioritized process improvements Lead frontline support for business-critical enterprise applications while partnering with application owners and delivery teams that retain product platform development and architectural accountability coordinate incidents permissions defects enhancements releases and user-impacting changes Coordinate Help Desk and Enterprise Applications responsibilities within employee onboarding role changes and offboarding partnering with Endpoint Identity HR Systems Operations and other owners on readiness access asset recovery and related evidence requirements Develop and maintain decision-ready KPI and SLA definitions operational dashboards exception reporting and leadership updates that explain performance aging delays escalation patterns workload employee impact service risks and required management actions Use Jira Service Management and Confluence as core operating tools for support queues service workflows escalation visibility reporting knowledge management and continuous improvement Develop and execute service automation initiatives aligned with the IT Operations roadmap using Jira Service Management workflow automation self-service and AI-assisted capabilities to reduce manual work improve routing and follow-through increase frontline resolution and improve employee experience Lead multi-function projects service improvement initiatives and significant employee-support or Enterprise Applications incidents providing concise status business impact risk dependency and decision updates to IT leadership and stakeholders Manage relevant vendor relationships support performance licensing needs renewals escalations product-roadmap inputs and operational handoffs for assigned platforms and services Provide management-level escalation support for high-impact employee application and service issues as required Perform other related duties as assigned. Position

Requirements

Strong leadership client-facing and communication skills with the ability to work effectively with technical and nontechnical users senior stakeholders business leaders and cross-functional teams Proven experience leading both an IT Help Desk Service Desk or end-user support function and an enterprise applications or business applications support function Demonstrated ability to lead a multi-layered support organization through direct reports and a frontline supervisor establish clear expectations drive accountability and maintain reliable execution in a remote work environment Experience managing service queues ticket assignment aging work SLA performance escalation paths customer communication 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 business applications such as Salesforce Certinia Domo UKG NetSuite Google Workspace or comparable platforms Experience with endpoint and employee productivity environments including macOS Microsoft Windows device lifecycle processes and modern endpoint management tools such as Intune or Kandji Working knowledge of identity and access concepts including Okta or similar identity provider technologies role-based access MFA application provisioning and employee lifecycle dependencies Experience using Jira Service Management and Confluence to manage support queues SLAs escalations reporting knowledge and continuous improvement experience improving workflows automation request types and dashboards is preferred Ability to define interpret and act on operational KPIs SLAs service trends queue health escalation quality recurring-demand patterns customer feedback workload and capacity signals Experience developing knowledge articles runbooks support procedures training plans L1/L2 enablement strategies and primary/backup support coverage Demonstrated experience delivering measurable service improvements through automation self-service process redesign knowledge management or AI-assisted support capabilities Strong organizational and time-management skills with the ability to prioritize workload manage multiple initiatives and meet deadlines in a fast-paced environment Sound judgment attention to detail and the ability to balance employee experience operational risk business impact and technical constraints Highly self-motivated and directed with a practical accountable and continuous-improvement mindset Embraces emerging technologies including AI tools to work smarter solve problems and drive better business outcomes. Educational & Professional Credentials 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 roles 5+ years of people-management experience including responsibility for performance service quality team development and cross-functional execution experience managing through a supervisor or team lead is preferred Professional certifications such as ITIL HDI Atlassian Salesforce Okta Microsoft or comparable service application or technology certifications are a plus Travel & Office

Location

Approximately 10% out-of-town travel to regional offices company events and/or business meetings Managers IT Service Delivery & Enterprise Applications work remotely or from a regional office when not traveling We use Greenhouse Software as our applicant tracking system and Zoom Scheduler for HR screen request scheduling. At times your email may block our communication with you. Please be sure to check your SPAM folder so that you don't miss updates on your application. Why GuidePoint? GuidePoint Security is a rapidly growing profitable privately-held value added reseller that focuses exclusively on Information Security. Since its inception in 2011 GuidePoint has grown to over 1300 employees established strategic partnerships with leading security vendors and serves as a trusted advisor to more than 6200 customers. Firmly-defined core values drive all aspects of the business which have been paramount to the company’s success and establishment of an enjoyable workplace atmosphere. At GuidePoint your colleagues are knowledgeable skilled and experienced and will seek to collaborate and provide mentorship and guidance at every opportunity. This is a unique and rare opportunity to grow your career along with one of the fastest growing companies in the nation. Some added perks…. Remote workforce primarily (U.S. based only some travel may be required for certain positions working on-site may be required for Federal positions) Group Medical Insurance options Zero Deductible PPO Plan (GuidePoint pays 90% of the premium for employees and 70% for family plans (spouse/children/family) or High Deductible Health Plan with HSA (GuidePoint pays 100% of the employees premiums and 75% for family plans (spouse/children/family). If you choose the High Deductible / HSA plan GPS will contribute in 4 equal quarterly installments ($850 per EE annually / $1750 per family annually (includes spouse/children/family options) Group Dental Insurance GuidePoint pays 100% of the premium for employees and 75% of family plans 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