Manager, IT Service Delivery & Enterprise Applications

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include only sections that have real specific content. The posting includes description about company, role, responsibilities, requirements, educational & professional credentials, travel & office location, why guidepoint (benefits). No explicit Pay or Schedule. So we should not create Pay or Schedule sections. Benefits: we have benefits described: remote workforce, medical insurance options, dental, holidays, flexible time off, phone/internet allowance, retirement plan eligibility, pet benefit option. So we can have a Benefits section. We need About the role: maybe a short paragraph summarizing role. The posting includes a paragraph at start: "GuidePoint Security provides trusted cybersecurity expertise..." then description of manager role. We can put that as About the role. Responsibilities: the long list after "Role and Responsibilities:" we can put as

• items. Requirements: after "Position Requirements:" we can list bullet points. Qualifications/Educational & Professional Credentials: we could combine as Qualifications section (maybe "Qualifications" heading). The posting has "Educational & Professional Credentials:" with bullet points. We'll treat as Qualifications. Skills: maybe not separate; but we could include skills within Requirements. However we need to decide sections: About the role, Responsibilities, Requirements, Qualifications, Benefits. Possibly also "Travel & Office Location" could be part of About the role or separate but not required heading list; but we could include as a short paragraph under About the role or separate "Work Location". Since not in prescribed headings list, we could incorporate into About the role or maybe omit. The instruction: use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It says use those headings for section headings; but we can also have other headings? It says use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It implies those are examples; we could still use other headings but better to stick to those. Travel & Office Location could be part of About the role or maybe omitted. We'll include a short paragraph under About the role covering travel/location. We must not repeat job title as heading. No Job ID. We must remove boilerplate: cookie/navigation/legal/EEO etc. The posting includes some like "We use Greenhouse Software..." and "At times, your email may block..." That's application instructions; we should remove. Also "Why GuidePoint?" section includes some fluff but we can keep benefits. The "Why GuidePoint?" includes description of company; we could incorporate into About the role or maybe separate but we can keep as part of About the role. We need to preserve all substantive information; do not invent or summarize away detail. So we need to keep all bullet points from responsibilities, requirements, educational & professional credentials, benefits. We must not create sections with filler like "commensurate with experience". Not present. We must output only HTML fragment, no /, no markdown fences. Let's craft. Structure:

  About the role

  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 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. The role is primarily remote (U.S. based only) with approximately 10% out‑of‑town travel to regional offices, company events, and/or business meetings.

  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

  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
  • Embraces emerging technologies, including AI tools, to work smarter, solve problems, and drive better business outcomes

  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; 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

  Benefits

  • Remote workforce primarily (U.S. based only, some travel may be required)
  • Group Medical Insurance options: Zero Deductible PPO Plan (GuidePoint pays 90% of the premium for employees and 70% for family plans) or High Deductible Health Plan with HSA (GuidePoint pays 100% of the employees premiums and 75% for family plans)
  • Group Dental: GuidePoint pays 100% of the premium for employees and 75% of family plans
  • 12 corporate holidays and a Flexible Time Off program
  • Healthy mobile phone and home internet allowance
  • Eligibility for retirement plan after 2 months at open enrollment
  • Pet Benefit Option
  We should not include Pay or Schedule sections. Check that we didn't include any boilerplate like "We use Greenhouse Software..." etc. We removed that. Also removed "At times, your email may block..." etc. Also removed "Why GuidePoint?" fluff but we kept benefits. The