... Remote As a Workforce Identity and Access Management (WIAM) Manager within Enterprise Technology ... Serve as product owner for Workforce IAM, defining roadmaps that support cybersecurity and ...
... Remote As a Workforce Identity and Access Management (WIAM) Manager within Enterprise Technology ... Serve as product owner for Workforce IAM, defining roadmaps that support cybersecurity and ...
... Remote As a Workforce Identity and Access Management (WIAM) Manager within Enterprise Technology ... Serve as product owner for Workforce IAM, defining roadmaps that support cybersecurity and ...
... Remote As a Workforce Identity and Access Management (WIAM) Manager within Enterprise Technology ... Serve as product owner for Workforce IAM, defining roadmaps that support cybersecurity and ...
Remote Ticket Support information
What are the main challenges faced by remote ticket support professionals, and how can they be managed effectively?
Remote Ticket Support professionals often face challenges such as managing high ticket volumes, resolving issues without direct physical access, and communicating clearly across digital channels. To handle these effectively, it's essential to prioritize tickets based on urgency, maintain thorough documentation, and leverage remote troubleshooting tools. Proactively collaborating with other departments and regularly updating customers on ticket status can also help ensure smooth resolution and a positive support experience.
What is a remote ticket support?
A Remote Ticket Support job involves assisting customers or clients with their inquiries, issues, or technical problems through a ticketing system, all while working from a remote location. Employees in this role typically receive requests via email, web forms, or specialized customer service platforms, and respond to these tickets in a timely and professional manner. They may troubleshoot problems, escalate issues to other departments, and ensure that each ticket is resolved to the customer's satisfaction. This position requires strong communication skills, technical proficiency, and the ability to work independently.
What are the key skills and qualifications needed to thrive as a remote ticket support specialist, and why are they important?
To thrive as a Remote Ticket Support specialist, strong problem-solving abilities, technical troubleshooting skills, and familiarity with customer service principles are essential, typically supported by experience in help desk or IT support roles. Proficiency in ticketing systems like Zendesk, Freshdesk, or Jira Service Desk, as well as basic networking and software knowledge, is typically required. Exceptional communication, patience, and time management are standout soft skills for efficiently handling diverse customer inquiries remotely. These competencies ensure timely resolution of issues, high customer satisfaction, and effective remote collaboration within support teams.
What is the difference between Remote Ticket Support vs Remote Help Desk Technician?
| Aspect | Remote Ticket Support | Remote Help Desk Technician |
|---|---|---|
| Credentials | Basic IT certifications (e.g., CompTIA A+) | Similar certifications, often including CompTIA A+ or Network+ |
| Work Environment | Primarily online ticketing systems, remote communication tools | Remote or on-site, handling tickets and direct user support |
| Industry Usage | IT support, customer service, tech companies | IT support, tech services, corporate help desks |
| Common Search/Comparison | Yes | Yes |
Remote Ticket Support and Remote Help Desk Technician roles both involve providing technical assistance remotely. While they share similar credentials and work environments, Remote Ticket Support focuses mainly on managing support tickets through online systems, whereas Remote Help Desk Technicians often handle direct user issues and may work in broader IT support roles. Both are essential in tech industries and frequently compared by job seekers.
What are popular job titles related to Remote Ticket Support jobs in Delaware?
For Remote Ticket Support jobs in Delaware, the most frequently searched job titles are:
What job categories do people searching Remote Ticket Support jobs in Delaware look for?
The top searched job categories for Remote Ticket Support jobs in Delaware are:
What cities in Delaware are hiring for Remote Ticket Support jobs?
Cities in Delaware with the most Remote Ticket Support job openings:
Workforce Identity and Access Management (WIAM) Manager
Dover, DE • On-site, Remote
Full-time
PTO
Posted 17 days ago
Job description
Workforce Identity and Access Management (WIAM) Manager
Wilmington, DE
Monday - Friday 8:00 - 5:00 EDT + On-Call
Remote
As a Workforce Identity and Access Management (WIAM) Manager within Enterprise Technology (ET), you will lead a global cybersecurity team responsible for WIAM governance, products, service delivery, audit readiness, risk reduction, user experience, and alignment with cyber security, technology, and business priorities.
Some of the things you'll be doing...
- Lead, coach, and develop a global IAM cyber security team.
- Serve as product owner for Workforce IAM, defining roadmaps that support cybersecurity and technology goals, business requirements, regulatory expectations, operational stability, and cyber risk reduction.
- Mature IAM platforms and processes.
- Own IAM change, incident, problem, release, escalation, on-call, root cause, remediation, hypercare, and lessons-learned processes.
- Improve service quality through meeting or exceeding SLAs, ticket triage, automation, documentation, runbooks, peer reviews, and continuous improvement practices.
- Lead IAM and Privileged Access Management (PAM) governance, entitlement reviews, compliance evidence, audit responses, and control improvements aligned to cybersecurity frameworks and regulatory expectations.
- Lead joiner, mover, leaver, human and non-human identity lifecycle processes.
- Drive automation and modernization of WIAM workflows including provisioning, deprovisioning, certifications, application onboarding, and access controls.
- Establish and report on OKRs and KPIs.
- Manage vendor relationships, budgets, costs, and delivery outcomes.
What technical skills, experience and qualifications do you need?
- 8 years of proven experience leading global IT or cybersecurity teams with accountability for service delivery, operational excellence, and continuous improvement.
- Strong Workforce IAM experience across governance, lifecycle management, access management, certifications, authentication, directory services, and related controls.
- Experience with SailPoint, Microsoft Entra ID, Active Directory, ServiceNow, HashiCorp, and related IAM technologies.
- Ability to translate business, risk, audit, compliance, and operational requirements into practical IAM controls, roadmaps, governance models, and measurable outcomes.
- Experience with Agile, Waterfall, or hybrid delivery models, including prioritization, requirements gathering, backlog management, and project execution.
- Strong service mindset with experience improving customer satisfaction, policies, standards, procedures, compliance evidence, and measurable IAM outcomes.
- Strong stakeholder, vendor, communication, analytical, troubleshooting, and cross-functional collaboration skills.
- CISSP, CISM, or technology-specific certifications in SailPoint, Microsoft, security, or identity technologies preferred.
#CSC #CSCCareers #LI-HL1
CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.
Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.
CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.
We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,
CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.
We encourage candidates to apply directly to our website and not through third-party sources.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.
At CSC, we're always looking ahead, finding ways to innovate, challenge the status quo, and anticipate the needs of our clients. We exceed expectations by adapting client ambitions and goals as our own. This Fierce Client Spirit has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 125 years. It's also the reason we're the trusted partner of many of the world's most successful organizations.
CSC is committed to attracting, developing, and retaining talented people whose values align with ours. We empower our colleagues to bring the right solutions to market to meet client demand. That's why we are the leading provider of business administration and compliance solutions.
- CSC is a great place to work with smart and dedicated people.
- We have won several employer recognition awards, including Top Workplace USA, Great Places to Work India, and Built In's Best Places to Work.
- We offer fulfilling work and career opportunities. Most positions are filled with internal moves and employee referrals.
- Employees are eligible for Success Sharing, bonuses, or commission plans based on role and individual performance.
- CSC offers a competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.
- As business needs allow, CSC offers hybrid or remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.
About CSC
Sourced by ZipRecruiter
Industry
Finance and insurance
Company size
5,001 - 10,000 Employees
Headquarters location
Wilmington, DE, US