Manager, IT Service Delivery & Enterprise Applications- Remote (Anywhere in the U.S.)

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.

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.