Manager, IT Service Delivery & Enterprise Applications (Fully Remote)

GuidePoint Security; Deutschland; Remote; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

GuidePoint Security, a leading cybersecurity advisory firm, seeks an experienced leader to run the Enterprise Applications support team and the IT Help Desk from a remote-first location in Germany. You will shape service performance, coach staff, and ensure high employee experience while meeting SLA targets.

You will collaborate with technical and nontechnical stakeholders, optimize queues, and drive reporting using Jira Service Management and Confluence.

Qualifikationen

• Proven experience leading both an IT Help Desk and an enterprise applications support function.
• Strong leadership and communication skills with the ability to work with technical and nontechnical stakeholders.
• Experience with Jira Service Management and Confluence to manage support queues and reporting.

Aufgaben

• Lead two distinct support functions: the Enterprise Applications support team and the IT Help Desk.
• Manage, coach, and develop support personnel, including performance expectations and career development.
• Own end-to-end service performance, including employee experience, queue health, and SLA performance.

Kenntnisse

Leadership

IT Help Desk management

Jira Service Management

Confluence

Stakeholder communication

Tools

Jira Service Management

Confluence

Jobbeschreibung

• Lead two distinct support functions: the Enterprise Applications support team and the IT Help Desk.
• Manage, coach, and develop support personnel, including performance expectations and career development.
• Own end-to-end service performance, including employee experience, queue health, and SLA performance.

Position Requirements:

• Proven experience leading both an IT Help Desk and an enterprise applications support function.
• Strong leadership and communication skills, with the ability to work with technical and nontechnical stakeholders.
• Experience with Jira Service Management and Confluence to manage support queues and reporting.

Why GuidePoint?

• GuidePoint is a rapidly growing, profitable, privately-held value added reseller focusing exclusively on Information Security.
• We have a remote workforce primarily and offer a collaborative culture with mentorship opportunities.

GuidePoint Security

GuidePoint Security provides trusted cybersecurity expertise, solutions, and services that help organizations make better decisions and minimize risk. They have grown to over 1,200 employees and maintain a collaborative, values-driven culture.