Team Leader, IT Service Operations
HybridPortsmouth, New Hampshire, United States
Job Summary
Lead daily operations of the IT Service Desk and Production Support teams, managing onboarding/offboarding, SOP maintenance, and user documentation. Champion ITIL Incident, Request, and Problem Management processes to ensure SLA compliance and act as the escalation point. Oversee laptop and VDI health, patching, and security compliance while maintaining accurate CMDB asset records and managing vendor contracts. Lead major outage calls for service restoration and root cause analysis, and serve as the primary contact for IT audits by preparing documentation and presenting evidence. Participate in a monthly on-call rotation. Requires 5+ years in technical IT roles with 3+ years in leadership, including Microsoft 365 admin and disaster recovery planning.
Required Qualifications
- 5+ years of experience in technical IT roles, including 3+ years at a senior, engineering, or lead level
- 3+ years of hands-on Microsoft 365 admin experience (Entra ID, Intune, SharePoint, Exchange)
- Strong background in leading outage bridges, presenting technical workflows, and supporting critical business systems
- Experience with disaster recovery planning and execution
- Solid understanding of ITIL v3 or v4 frameworks
- Advanced proficiency in endpoint management (Intune, Autopilot, MECM)
- Strong support experience with critical production business systems
- Expertise across the Microsoft 365 ecosystem and VDI environments
- Knowledge of RBAC, identity lifecycle management, and vulnerability remediation
- Ability to lead confidently during crises and major outages
- Strong analytical problem-solving and root-cause skills
- Clear, concise communication with executives and nontechnical stakeholders
- Passion for coaching and developing technical staff
- All offers of employment with FedPoint are conditional upon satisfactory completion of a pre-employment background check
Desired Qualifications
- bachelor's degree in IT, Computer Science, or a related field
- Experience with Endpoint Management tools (Microsoft Intune preferred)
- Familiarity with Azure, AWS, and cloud services
- Certifications such as ITIL Foundation V4 or Microsoft 365 Administrator Expert
- Knowledge of NIST 800-53 Rev 5 security controls
- Experience using ServiceNow ITSM
- Prior leadership experience in IT Service Desk or Operations Support
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