Remote IT Service Delivery & Enterprise Apps Leader

GuidePoint Security; United States; On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Remote workforce (US-based)

Group Medical Insurance (PPO/HSA)

Dental Insurance

Holidays & Flexible Time Off

Phone & internet allowance

Retirement plan eligibility

Pet Benefit Option

Job summary

GuidePoint Security seeks an accomplished leader to oversee IT Service Delivery and Enterprise Applications support, driving performance and reliability across remote teams. The role coordinates with Systems Operations, Identity, Security, and business owners to deliver prioritized improvements and efficient service delivery.

The ideal candidate brings extensive experience managing both Help Desk and enterprise applications, strong ITIL knowledge, and expertise with SaaS platforms including

Qualifications

• 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.

Responsibilities

• Lead two distinct operating functions: the Enterprise Applications support team and the IT Help Desk.
• Define workstreams, accountable owners, measurable outcomes, and a repeatable execution cadence.
• Coach and develop the Help Desk supervisor and Enterprise Applications staff, including performance expectations and succession planning.
• Own end-to-end service performance across assigned functions, including SLA performance and customer communication.
• Establish a cadence for reviewing stale work, delays, escalations, and continuous improvement actions.
• Partner with Systems Operations, Endpoint Engineering, Identity, Security, and business owners to define support boundaries and handoffs.
• Drive shift-left opportunities by expanding support capabilities and creating runbooks and knowledge articles.
• Develop KPI and SLA definitions, operational dashboards, and leadership updates.
• Coordinate Jira Service Management and Confluence workflows to manage queues, escalations, and reporting.
• Lead multi-function projects and incidents, providing status updates to IT leadership.

Skills

Leadership

Communication

ITIL

Service Desk

SaaS experience

Education

Bachelor's degree

Tools

Jira Service Management

Confluence

Salesforce

Okta

Microsoft 365

Intune

Job description

GuidePoint Security seeks an accomplished leader to oversee IT Service Delivery and Enterprise Applications support, driving performance and reliability across remote teams. The role coordinates with Systems Operations, Identity, Security, and business owners to deliver prioritized improvements and efficient service delivery.

The ideal candidate brings extensive experience managing both Help Desk and enterprise applications, strong ITIL knowledge, and expertise with SaaS platforms including