1. Proactively engage with multiple clients, ensuring exceptional service delivery, and collaborate closely with stakeholders and senior leadership to drive successful technology solutions.
2. Handle IT Tickets across a variety of clients using a variety of ITSM platforms (IT Service Management) with ITIL (Information Technology Infrastructure Library) focused foundations.
3. Deliver solutions and strategies based on client needs.
4. Operate as a point of escalation and senior level guidance on support methodologies and KPI’s.
5. Assist in project ownership and completion of tasks defined within statements of work.
6. Identify, recommend, and document best practices and procedures for all IT operational procedures across multiple clients. Documentation to include client deliverables, user guides, administrative guides, operational reference material, asset tracking, vendor information, etc.
7. Develop strategy on the reduction of end user tickets by, for example, improvement in the overall technical service or self-service documentation/features.

• BS/BA degree or equivalent combination of education and work experience.
• Minimum 5 years overall IT and/or system implementation experience.
• Exposure to core technology components (e.g., networking, server infrastructure, storage systems, and backup systems), and cloud computing.
• Attention to detail in Key Performance Indicators (KPIs) and reporting on metrics and turning them into actionable deliverables.
• Experience in change management to lead and support technology transformations.
• Certifications including Azure Fundamentals, M365, Microsoft Security, AWS Cloud Practitioner or Networking and Server
• Knowledgeable and experienced with managing the core component infrastructure of M365 and Azure (e.g. Users, Groups, Exchange, Azure Active Directory, licensing, etc.)
• Experienced with end user computing device management solutions and technologies.
• Experience deploying M365 components including Teams, Teams Phones, Intune, and DLP. 
• Comfortable supporting Enterprise Applications (e.g., Zoom and Adobe) and their integrations like SSO.
• Proven experience building or supporting enterprise systems solutions for small business. 
• Familiarity with working in a ticket queue system along with SLA management. 
• Knowledge of change management practices and procedures.
• Experience in vendor management to ensure timely delivery and quality of technology solutions and services.

• Experience in healthcare and life sciences industry.
• Subject matter expertise in Identity Management, Device Management, Cloud computing or similar technology areas. 
• Experience building and administering SharePoint sites.
• Scripting experience with PowerShell, Python, or similar DevOps focused technologies. 

Job Summary