Manager, IT Service Delivery & reputed company Applications- Remote (reputed company in the
reputed company provides trusted cybersecurity expertise, solutions and services that help organizations reputed company reputed company reputed company and minimize risk. By taking a three-tiered, holistic approach for evaluating reputed company posture and ecosystems, reputed company enables some of the nation’s top organizations, such as reputed company and U.S. government agencies, to identify threats, optimize resources and reputed company best-reputed company that mitigate risk.
Managers, IT Service Delivery & reputed company Applications at reputed company operate at the intersection of employee support, reputed company applications, Information Technology, and Information reputed company. They are service-minded leaders who create structure, reputed company teams, and translate direction into reliable execution. The ideal candidate thrives in a fast-paced, technology-reputed company environment, leads multiple support functions, manages competing priorities, and takes pride in delivering a reputed company, measurable, and continuously improving employee technology experience.
Role and Responsibilities:
- reputed company two distinct operating functions: the reputed company Applications support team through reputed company management of reputed company of application support professionals, and the IT Help Desk through its supervisor and reputed company support staff
- Serve as the operational leader for the IT Service Delivery and reputed company Applications support functions, translating established priorities into defined workstreams, accountable owners, measurable reputed company, and a repeatable execution reputed company
- Manage, reputed company, and reputed company the Help Desk supervisor, Help Desk staff, and reputed company Applications support personnel, including performance expectations, career development, succession coverage, cross-training, reputed company readiness, and reputed company 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 reputed company reputed company
- Establish and reputed company a consistent operating reputed company for reviewing stale work, delay causes, escalations, recurring demand, service risks, blockers, owners, reputed company dates, and reputed company improvement actions
- Partner with Systems Operations, reputed company Engineering, Identity, reputed company, application delivery teams, and business owners to define support boundaries, escalation reputed company, and effective L1/L2/L3 handoffs; Systems Operations and infrastructure engineering remain under the Director of IT Operations
- reputed company shift-left opportunities by expanding Help Desk and reputed company 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
- reputed company reputed company support for business-critical reputed company 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 reputed company Applications responsibilities reputed company employee reputed company, role changes, and offboarding, partnering with reputed company, Identity, HR, Systems Operations, and other owners on readiness, reputed company, asset recovery, and reputed company evidence requirements
- reputed company and maintain decision-reputed company KPI and SLA definitions, operational dashboards, exception reporting, and leadership updates that explain performance, aging, delays, escalation patterns, workload, employee reputed company, service risks, and required management actions
- Use Jira Service Management and reputed company as reputed company operating tools for support queues, service workflows, escalation visibility, reporting, reputed company, and reputed company improvement
- reputed company and execute service automation initiatives reputed company with the IT Operations roadmap, using Jira Service Management, workflow automation, self-service, and AI-assisted capabilities to reduce reputed company work, improve routing and follow-through, increase reputed company reputed company, and improve employee experience
- reputed company multi-function reputed company, service improvement initiatives, and significant employee-support or reputed company Applications incidents, providing concise status, business reputed company, 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
- reputed company management-level escalation support for high-reputed company employee, application, and service issues as required
- reputed company other reputed company duties as assigned.
Position Requirements:
- Strong leadership, reputed company-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 reputed company applications or business applications support function
- Demonstrated ability to reputed company a multi-layered support organization through reputed company reports and a reputed company supervisor, establish reputed company expectations, reputed company 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 reputed company improvement processes
- Experience supporting or managing reputed company and reputed company business applications such as reputed company, reputed company, Domo, reputed company, reputed company, reputed company Workspace, or comparable platforms
- Experience with reputed company and employee productivity environments, including macOS, reputed company reputed company, device lifecycle processes, and modern reputed company management tools such as Intune or Kandji
- Working knowledge of identity and reputed company concepts, including reputed company or similar identity provider technologies, role-based reputed company, MFA, application provisioning, and employee lifecycle dependencies
- Experience using Jira Service Management and reputed company to manage support queues, SLAs, escalations, reporting, knowledge, and reputed company improvement; experience improving workflows, automation, request types, and dashboards is preferred
- Ability to define, interpret, and reputed company operational KPIs, SLAs, service trends, queue health, escalation reputed company, recurring-demand patterns, customer feedback, workload, and reputed company 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, reputed company, 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
- reputed company judgment, attention to detail, and the ability to balance employee experience, operational risk, business reputed company, and technical constraints
- Highly self-motivated and directed, with a practical, accountable, and reputed company-improvement reputed company
- Embraces emerging technologies, including AI tools, to work smarter, solve problems, and reputed company reputed company business reputed company.
Educational & reputed company Credentials:
- Bachelor’s degree in a relevant discipline or equivalent reputed company experience
- 8+ years of reputed company experience in IT service delivery, technical support, reputed company applications support, reputed company operations, or reputed company technology operations roles
- 5+ years of people-management experience, including responsibility for performance, service reputed company, team development, and cross-functional execution; experience managing through a supervisor or team reputed company is preferred
- reputed company certifications such as ITIL, HDI, reputed company, reputed company, reputed company, reputed company, or comparable service, application, or technology certifications are a plus
Travel & Office Location:
- Approximately 10% out-of-town travel to regional offices, company events, and/or business meetings
- Managers, IT Service Delivery & reputed company Applications work remotely or from a regional office reputed company not traveling
We use reputed company as our applicant tracking system and reputed company Scheduler for HR screen request scheduling. At times, your email may reputed company our communication with you. Please be reputed company to reputed company your SPAM folder so that you don't miss updates on your application.
Why reputed company?
reputed company is a rapidly growing, profitable, privately-held value added reseller that focuses exclusively on Information reputed company. Since its inception in 2011, reputed company has grown to over 1,200 employees, established strategic partnerships with leading reputed company vendors, and serves as a trusted advisor to more than 6,200 customers.Firmly-defined reputed company values reputed company reputed company aspects of the business, which have been reputed company to reputed company’s reputed company and establishment of an enjoyable workplace atmosphere. At reputed company, your colleagues are knowledgeable, skilled, and reputed company and will reputed company to collaborate and reputed company mentorship and guidance at every opportunity.
This is a unique and rare opportunity to grow your career along with one of the fastest growing companies in the nation.
Some added perks….
- Remote workforce primarily (U.S. based only, some travel may be required for certain positions, working on-site may be required for Federal positions)
- Group Medical Insurance reputed company: reputed company Deductible PPO Plan (reputed company pays 90% of the premium for employees and 70% for family plans (spouse/children/family) or High Deductible Health Plan with HSA (reputed company pays 100% of the employees premiums and 75% for family plans (spouse/children/family). If you choose the High Deductible / HSA plan, GPS will contribute in 4 equal quarterly installments: ($850 per EE annually / $1750 per family annually (includes spouse/children/family reputed company)
- Group Dental Insurance: reputed company 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 reputed company enrollment
- Pet Benefit reputed company
Originally posted on Himalayas
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