Year Up

Compensation

Full Description

About the position Responsibilities • Oversee day-to-day service desk operations, ensuring high-quality support for employees and students. • Manage the third-party MSP to meet defined service-level agreements (SLAs) and hold vendors accountable for performance. • Coordinate and supervise internal IT resources across local sites, ensuring consistent service delivery. • Lead onboarding and offboarding processes for employees and students, ensuring a seamless technology experience. • Oversee lifecycle management of devices, including procurement, deployment, maintenance, and decommissioning. • Provide high-touch IT support for executives, ensuring reliability and responsiveness. • Administer and oversee Microsoft O365 tenant services and ensure optimal configuration, availability, and security. • Manage identity and access platforms, including Okta and Azure Entra ID, ensuring secure authentication and governance. • Oversee Active Directory (on-prem and hybrid) and enforce compliance policies for device management using Intune. • Drive automation initiatives within IT service delivery to improve efficiency and reduce manual workloads. • Partner with other IT leaders to ensure integration of infrastructure, security, and operations. • Define and track KPIs for service desk, device management, and IT support functions. • Regularly report metrics and insights to the Director and Senior Director of IT Infrastructure and Security. • Identify opportunities for improvement in service delivery and user satisfaction, and lead initiatives to address them. Requirements • Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience). • 5+ years of progressive IT operations or service delivery experience, including 2+ years in a leadership or managerial role. • Experience managing service desk operations and/or overseeing third-party MSPs. • Demonstrated success with Microsoft O365 tenant administration, device lifecycle management, and IT service management practices. • Familiarity with ITIL principles and experience leveraging ITSM platforms (e.g., ServiceNow). • Strong knowledge of Microsoft 365 environment (Exchange Online, Teams, SharePoint, Intune). • Experience with Okta and Azure Entra for identity and acess management. • Proficiency in Active Directory administration and hybrid identity solutions. • Experience with asset and endpoint management tools. • Understanding of IT automation approaches for service delivery. • Familiarity with metrics and reporting dashboards for IT service performance. • IT Operations Automation and AIOps. • Proven ability to lead teams (direct reports and vendor-managed staff) and deliver results in a distributed environment. • Strong communication and collaboration skills with the ability to engage stakeholders across the organization. • Service-oriented mindset with a focus on user experience and continuous improvement. • Strong organizational and problem-solving skills with the ability to manage multiple priorities. Nice-to-haves • ITIL Foundation or Intermediate Certification • Microsoft 365 Certified: Enterprise Administrator Expert or equivalent • CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate (for device lifecycle and endpoint management) • Project Management Professional (PMP) or equivalent (a plus for service delivery and process improvement initiatives) Benefits • Comprehensive healthcare options and dental coverage • 401(k) match for eligible participants • Earn three weeks paid vacation in first year of employment; four weeks after initial year. • Funds available to support staff in achieving career objectives (\$2,500 per year)