1 day ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Lead IT service delivery by managing the Enterprise Applications support team and the IT Help Desk. Own end-to-end service performance, SLAs, queue health, ticket quality, customer communication, and continuous improvement. Partner with IT and business stakeholders to define escalation paths, L1/L2/L3 handoffs, and support boundaries. Drive shift-left initiatives via training, permissions, runbooks, knowledge articles, and automation using Jira Service Management and Confluence.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Transportation & Fleet Operations

Seniority: Manager level

Key Responsibilities

•Lead Enterprise Applications support and the IT Help Desk by managing teams and developing application support and frontline support staff.
•Serve as operational leader for IT service delivery and enterprise applications support, translating priorities into workstreams, owners, measurable outcomes, and repeatable execution cadence.
•Own end-to-end service performance, including employee experience, queue health, ticket assignment, SLA performance, customer communication, and resolution quality.
•Establish an operating cadence to review stale work, delays, escalations, recurring demand, service risks, blockers, and continuous improvement actions.
•Drive shift-left initiatives and automation using Jira Service Management and Confluence, including self-service and AI-assisted capabilities; coordinate incidents and user-impacting changes.

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceDentalPaid LeavePension

Key Requirements

•5+ years of people-management experience, including responsibility for performance, service quality, and team development.
•Proven experience leading an IT Help Desk/Service Desk (end-user support) and an enterprise/business applications support function.
•Experience managing service queues, ticket assignment, aging work, SLA performance, escalation paths, and customer communication.
•Working knowledge of IT service management practices (incident, request, escalation, problem, change, knowledge, continuous improvement).
•Hands-on experience supporting SaaS/enterprise business applications and endpoint/identity environments (e.g., Salesforce/Okta/Intune or comparable tools).

Experience:8+ yearsSaaSEnterprise applicationsEndpoint managementIT service management

Education:Bachelor's

Skills:LeadershipCommunicationOrganizational skillsTime managementJudgment

Certifications:ITILHDIAtlassianSalesforceOktaMicrosoft

Languages:English

Tech Stack:Jira Service ManagementConfluenceJiraMacOSMicrosoft WindowsIntuneKandjiOktaMFASalesforceCertiniaDomoUKGNetSuiteGoogle WorkspaceAI-assisted support

Company Brief

GuidePoint Security

Provides cybersecurity consulting, managed security services, incident response, cloud and network security, and compliance solutions to enterprises and government organizations, helping clients identify, mitigate, and respond to cyber threats across complex environments.

Industry: Cybersecurity

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: Herndon, United States

Founded: 2010

Website LinkedIn

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GuidePoint Security

1 day ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Transportation & Fleet Operations

Seniority: Manager level

Key Responsibilities

•Lead Enterprise Applications support and the IT Help Desk by managing teams and developing application support and frontline support staff.
•Serve as operational leader for IT service delivery and enterprise applications support, translating priorities into workstreams, owners, measurable outcomes, and repeatable execution cadence.
•Own end-to-end service performance, including employee experience, queue health, ticket assignment, SLA performance, customer communication, and resolution quality.
•Establish an operating cadence to review stale work, delays, escalations, recurring demand, service risks, blockers, and continuous improvement actions.
•Drive shift-left initiatives and automation using Jira Service Management and Confluence, including self-service and AI-assisted capabilities; coordinate incidents and user-impacting changes.

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceDentalPaid LeavePension

Key Requirements

•5+ years of people-management experience, including responsibility for performance, service quality, and team development.
•Proven experience leading an IT Help Desk/Service Desk (end-user support) and an enterprise/business applications support function.
•Experience managing service queues, ticket assignment, aging work, SLA performance, escalation paths, and customer communication.
•Working knowledge of IT service management practices (incident, request, escalation, problem, change, knowledge, continuous improvement).
•Hands-on experience supporting SaaS/enterprise business applications and endpoint/identity environments (e.g., Salesforce/Okta/Intune or comparable tools).

Experience:8+ yearsSaaSEnterprise applicationsEndpoint managementIT service management

Education:Bachelor's

Skills:LeadershipCommunicationOrganizational skillsTime managementJudgment

Certifications:ITILHDIAtlassianSalesforceOktaMicrosoft

Languages:English

Tech Stack:Jira Service ManagementConfluenceJiraMacOSMicrosoft WindowsIntuneKandjiOktaMFASalesforceCertiniaDomoUKGNetSuiteGoogle WorkspaceAI-assisted support

Company Brief

GuidePoint Security

Industry: Cybersecurity

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: Herndon, United States

Founded: 2010

Website LinkedIn