Infrastructure IT Relationship Manager
Core
Primary liaison between Empowered Independence users and IT Infrastructure teams, managing end-to-end user experience for onboarding, hardware provisioning, telephony, and day-to-day IT support.
Role type
Mid-level IT Relationship Manager
Builds
Reliable, user-focused technology services for Empowered Independence users
Domain
Financial Services / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
User account management (Active Directory/Azure AD), ITSM tools (ServiceNow), end-user computing environments (Windows, laptops, mobile devices), Microsoft Office Suite, process improvement, automation, standardization, knowledge base documentation, user training, project support (migrations, upgrades, tool rollouts), security and governance compliance
Preferred skills
Remote or distributed user base support, IT Infrastructure concepts (networking, security, cloud services), identity and access management (IAM) processes, endpoint management tools (Intune, SCCM), reporting tools (Power BI), financial services or regulated industry experience, relationship management or business-facing IT role
Technologies
ServiceNow, Active Directory, Azure AD, Windows, Outlook, Teams, Excel, Word, Intune, SCCM, Power BI
Responsibilities
Serve as primary IT point of contact for users; manage user onboarding/offboarding processes; act as an advocate for users by identifying recurring issues; handle general IT inquiries and issue resolution; partner with Service Desk and Infrastructure teams to escalate complex technical issues; identify opportunities for process improvement and automation; assist in developing knowledge base documentation and user training materials; support IT projects impacting users; monitor ticket aging and service performance metrics; ensure compliance with security and corporate IT policies
Seniority
Mid-level, hands-on IC