Manager, IT Service Delivery & Enterprise… at GuidePoint… · Remote

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 1,200 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