Team Leader, IT Service Operations at FedPoint in Portsmouth, NH

Job description

• We are seeking a proactive, organized, and technically strong Team Leader for our IT Service Operations group. In this role, you will oversee the IT Service Desk and Production Support teams, ensuring employees receive high-quality, efficient, and secure technology services throughout their lifecycle. You will serve as a key leader in ITIL processes, outage coordination, endpoint management, and audit readiness—driving operational excellence across the organization. This position participates in a monthly on-call rotation.
• This is an opportunity to make a meaningful impact on the infrastructure that powers critical business operations. You'll work alongside talented professionals, contribute to cloud transformation initiatives, and help shape the future of a modern enterprise technology environment.
• If you're passionate about infrastructure engineering, cloud technologies, operational excellence, and continuous improvement, we'd love to hear from you.
• Apply today and help build the resilient, secure, and scalable technology foundation that drives our organization forward.
• At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners.
• We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career.

Responsibilities

• • Lead daily operations of the IT Service Desk and Production Support teams, including onboarding/offboarding activities and the maintenance of SOPs and user documentation.
• • Champion ITIL Incident, Request, and Problem Management processes, ensuring SLAs are met and acting as point of escalation.
• • Oversee the health, patching, and security compliance of physical laptops and VDI environments.
• • Maintain accurate asset records in the CMDB. Manage hardware and software contracts, ensuring compliance and cost-effective vendor relationships.
• • Lead major outage calls, coordinating service restoration and conducting root cause analyses.
• • Serve as the primary contact for IT audits, preparing process documentation and presenting evidence to management and auditors.

Requirements

• • 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.
• • Bachelor’s degree in IT, Computer Science, or a related field (preferred).
• • 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.

Skills

Preferred

• Experience using ServiceNow ITSM

Benefits

• In addition to working for a company with great people and an excellent reputation, what’s in it for you?
• Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
• Bonus Opportunity: Qualifying employees can earn an annual bonus based on company performance. (Inquire about eligibility with our recruiter)
• Lots of paid time off: 3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
• Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
• 6 weeks fully paid parental leave.
• Tuition reimbursement program to support career goals.
• Corporate giving and matching gifts program.
• Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
• A wide variety of personal, professional, and career development programs.
• Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.