Manager, IT Service Delivery & Enterprise Applications

Responsibilities

• Lead Enterprise Applications support and IT Help Desk functions
• Manage, coach, and develop Help Desk supervisors and support personnel
• Own end-to-end service performance, including SLA compliance and employee experience
• Partner with Systems Operations, Security, and Identity teams to define support boundaries
• Drive shift-left opportunities through training, runbooks, and knowledge management
• Use Jira Service Management and Confluence for queue management and reporting
• Execute service automation initiatives using AI-assisted capabilities
• Manage vendor relationships, licensing, and renewals for assigned platforms

Requirements

• Proven experience leading both IT Help Desk and enterprise applications support functions
• Experience managing service queues, SLAs, and escalation paths
• Working knowledge of IT service management (ITSM) practices
• Experience supporting SaaS platforms like Salesforce, NetSuite, or Google Workspace
• Proficiency with macOS, Windows, and endpoint management tools like Intune or Kandji
• Knowledge of identity providers such as Okta
• Experience with Jira Service Management and Confluence
• Bachelor's degree in a relevant discipline or equivalent professional experience
• 8+ years of progressive experience in IT service delivery or technology operations
• 5+ years of people-management experience

Preferred Qualifications

• Professional certifications such as ITIL, HDI, Atlassian, Salesforce, or Okta
• Experience managing through a supervisor or team lead

Benefits

• Group Medical Insurance (PPO or HDHP/HSA options)
• Group Dental Insurance
• 12 corporate holidays and Flexible Time Off (FTO)
• Mobile phone and home internet allowance
• Retirement plan eligibility
• Pet Benefit Option

About the Company

GuidePoint Security is a rapidly growing, profitable, privately-held value added reseller that focuses exclusively on Information Security, serving over 6,200 customers.