IT 服务交付与企业应用经理 - 远程（美国任何地方）

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.

The Manager, IT Service Delivery & Enterprise Applications at GuidePoint Security operates at the intersection of employee support, enterprise applications, Information Technology, and Information Security. This is a service-minded leader who creates structure, develops teams, and translates 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

• The Manager, IT Service Delivery & Enterprise Applications works 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 1,300 employees, established strategic partnerships with leading security vendors, and serves as a trusted advisor to more than 6,200 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