IT Service Delivery Manager – Enterprise Applications

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee two separate operational functions: the Enterprise Applications support team by directly managing a group of application support professionals, and the IT Help Desk through its supervisor and frontline support personnel.

• Act as the operational head for IT Service Delivery and Enterprise Applications support functions, converting established priorities into defined workstreams, responsible owners, measurable outcomes, and a consistent execution rhythm.

• Manage, mentor, and develop the Help Desk supervisor, Help Desk staff, and Enterprise Applications support team, including setting performance expectations, career growth, succession planning, cross-training, access readiness, and ownership of runbooks.

• Be responsible for the complete service performance across designated support functions, encompassing employee experience, queue health, ticket assignments, aging and idle work, meaningful first touch, SLA performance, customer communication, follow-through, and resolution quality.

• Create and maintain a regular operating rhythm for evaluating stale work, delay reasons, escalations, recurring demands, service risks, blockers, owners, target dates, and actions for continuous improvement.

• Collaborate with Systems Operations, Endpoint Engineering, Identity, Security, application delivery teams, and business stakeholders to establish support boundaries, escalation criteria, and effective L1/L2/L3 handoffs; note that Systems Operations and infrastructure engineering fall under the Director of IT Operations.

• Promote shift-left opportunities by enhancing Help Desk and Enterprise Applications support capabilities through training, appropriate permissions, knowledge articles, runbooks, and repeatable troubleshooting processes.

• Analyze service data, customer feedback, escalation trends, and recurring issues to pinpoint demand-reduction opportunities, application support trends, and prioritize process enhancements.

• Lead frontline support for essential enterprise applications while collaborating with application owners and delivery teams that maintain product, platform, development, and architectural accountability; manage incidents, permissions, defects, enhancements, releases, and user-impacting changes.

• Organize Help Desk and Enterprise Applications tasks in conjunction with employee onboarding, role transitions, and offboarding, working alongside Endpoint, Identity, HR, Systems Operations, and other stakeholders on readiness, access, asset recovery, and related documentation requirements.

• Develop and sustain decision-ready KPI and SLA definitions, operational dashboards, exception reports, and leadership updates that clarify performance, aging, delays, escalation patterns, workload, employee impact, service risks, and necessary management actions.

• Utilize Jira Service Management and Confluence as primary operating tools for support queues, service workflows, escalation visibility, reporting, knowledge management, and continuous improvement.

• Design and implement service automation initiatives aligned with the IT Operations roadmap, leveraging Jira Service Management, workflow automation, self-service, and AI-assisted capabilities to minimize manual tasks, enhance routing and follow-through, increase frontline resolution rates, and improve employee experience.

• Lead cross-functional projects, service enhancement initiatives, and significant employee-support or Enterprise Applications incidents, delivering concise status, business impact, risk, dependency, and decision updates to IT leadership and stakeholders.

• Manage pertinent vendor relationships, support performance, licensing needs, renewals, escalations, product roadmap contributions, and operational transitions for assigned platforms and services.

• Provide management-level escalation support for high-impact employee, application, and service issues as necessary.

• Carry out additional related responsibilities as assigned.

⛳️ Requirements

• Exceptional leadership, interpersonal, and communication skills, with the ability to engage effectively with both technical and non-technical users, senior stakeholders, business leaders, and cross-functional teams.

• Demonstrated experience managing both an IT Help Desk, Service Desk, or end-user support function and an enterprise applications or business applications support function.

• Proven ability to lead a multi-layered support organization through direct reports and a frontline supervisor, set clear expectations, promote accountability, and ensure reliable execution in a remote work setting.

• Experience overseeing service queues, ticket assignments, aging work, SLA performance, escalation paths, customer communication, and service improvement initiatives.

• Solid understanding of IT service management practices, including incident, request, escalation, problem, change, knowledge, and continuous improvement processes.

• Background in supporting or managing SaaS and enterprise business applications such as Salesforce, Certinia, Domo, UKG, NetSuite, Google Workspace, or similar platforms.

• Familiarity with endpoint and employee productivity environments, including macOS, Microsoft Windows, device lifecycle processes, and modern endpoint management tools like Intune or Kandji.

• Working knowledge of identity and access concepts, including Okta or similar identity provider technologies, role-based access, MFA, application provisioning, and dependencies related to employee lifecycles.

• Proficient in using Jira Service Management and Confluence to manage support queues, SLAs, escalations, reporting, knowledge, and continuous improvement; experience in enhancing 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 in developing knowledge articles, runbooks, support procedures, training plans, L1/L2 enablement strategies, and primary/backup support coverage.

• Proven track record of delivering measurable service improvements through automation, self-service, process redesign, knowledge management, or AI-assisted support capabilities.

• Strong organizational and time-management abilities, with the capability to prioritize tasks, handle multiple initiatives, and meet deadlines in a dynamic environment.

• Sound judgment, meticulous attention to detail, and the ability to balance employee experience, operational risk, business impact, and technical constraints.

• Highly self-motivated and directed, with a pragmatic, accountable, and continuous-improvement mindset.

• Open to adopting emerging technologies, including AI tools, to work smarter, address challenges, and enhance business outcomes.

🏝️ Benefits

• Group Medical Insurance options: Zero Deductible PPO Plan (GuidePoint covers 90% of the premium for employees and 70% for family plans (spouse/children/family) or High Deductible Health Plan with HSA (GuidePoint pays 100% of employees' premiums and 75% for family plans (spouse/children/family). If you select the High Deductible / HSA plan, GPS will contribute in 4 equal quarterly installments: ($850 per employee annually / $1750 per family annually (includes spouse/children/family options).

• Group Dental Insurance: GuidePoint pays 100% of the premium for employees and 75% of family plans.

• 12 corporate holidays and a Flexible Time Off (FTO) program.

• Healthy mobile phone and home internet allowance.

• Eligibility for retirement plan after 2 months at open enrollment.

• Pet Benefit Option.