Responsibilities
- Lead both the Enterprise Applications support team and the IT Help Desk by directly managing staff and supervisors.
- Operate as the primary leader for service delivery, turning strategic goals into actionable workflows with clear ownership and measurable results.
- Supervise, mentor, and grow the Help Desk supervisor, support staff, and application support team members, focusing on performance, development, and readiness.
- Oversee full lifecycle service performance, including ticket management, response quality, SLA adherence, and end-user satisfaction.
- Establish and maintain a regular operational rhythm to assess backlogged work, delays, escalations, recurring issues, risks, and improvement efforts.
- Collaborate with infrastructure, identity, security, and application teams to define support roles, escalation paths, and tiered support transitions.
- Advance shift-left strategies by enhancing frontline capabilities through training, access rights, documentation, and standardized troubleshooting.
- Analyze service metrics, user feedback, and incident trends to target demand reduction and process enhancements.
- Lead primary support for critical enterprise applications while coordinating with product and development teams on changes and issues.
- Align support tasks during employee lifecycle events—onboarding, role changes, offboarding—with IT, HR, and identity teams.
- Create and maintain clear KPIs, SLAs, dashboards, and reports that inform leadership on service health and required actions.
- Utilize Jira Service Management and Confluence for managing support workflows, knowledge sharing, reporting, and service transparency.
- Design and implement automation initiatives using Jira, workflow tools, self-service, and AI features to improve efficiency and resolution rates.
- Lead cross-functional projects, service upgrades, and major incident responses with regular updates on impact, risks, and decisions.
- Manage vendor relationships for supported platforms, including performance, licensing, renewals, and roadmap input.
- Serve as a management-level escalation point for critical employee, application, or service disruptions.
- Perform additional duties as needed.
Work Arrangement
Remote (Anywhere in the U.S.)
Team
Leads two distinct operating functions: the Enterprise Applications support team and the IT Help Desk through its supervisor and frontline support staff. Reports to IT leadership.
Work Arrangement
Remote (Worldwide) — Remote (Anywhere in the U.S.)
