Infrastructure IT Relationship Manager
About The Position
As an Infrastructure IT Relationship Manager supporting Empowered Independence users, you will serve as a primary liaison between our Empowered Independence users and IT Infrastructure teams, ensuring the delivery of reliable, user-focused technology services. This role is responsible for managing the end-to-end user experience across onboarding, hardware provisioning, telephony, and day-to-day IT support. You will build trusted relationships with advisors and internal partners by providing proactive communication, technical guidance, and issue resolution. Success in this role requires a strong customer service orientation, technical aptitude, and the ability to translate user needs into scalable IT solutions. You will collaborate closely with Service Desk, Infrastructure, Security, and Engineering teams to drive continuous improvement in service delivery while ensuring consistent and high-quality support experience for Empowered Independence users.
Requirements
- 3+ years of experience in IT support, service delivery, or relationship management
- Strong knowledge of end-user computing environments (Windows, laptops, mobile devices)
- Experience with user account management (Active Directory/Azure AD)
- Familiarity with ITSM tools (e.g., ServiceNow or similar)
- Proficiency in Microsoft Office Suite (Outlook, Teams, Excel, Word)
- Excellent communication, interpersonal, and organizational skills
- Strong customer service mindset with the ability to manage multiple priorities
- Problem-solving skills with attention to detail
- Ability to work independently and collaboratively in a team environment
- Minimum of high school diploma or equivalent is required
Nice To Haves
- Experience supporting remote or distributed user bases
- Exposure to IT Infrastructure concepts (networking, security, cloud services)
- Experience in financial services or regulated industries
- Familiarity with identity and access management (IAM) processes
- Experience with endpoint management tools (e.g., Intune, SCCM)
- Experience working in a relationship management or business-facing IT role
- Familiarity with reporting tools (ServiceNow dashboards, Power BI, etc.)
Responsibilities
- Serve as the primary IT point of contact for Empowered Independence users
- Manage and support user onboarding/offboarding processes, including account provisioning, access requests, and system setup
- Act as an advocate for users by identifying recurring issues and partnering with IT teams to improve service delivery outcomes
- Handle general IT inquiries and issue resolution, ensuring timely and effective service delivery by monitoring key service metrics and driving continuous improvement
- Partner with Service Desk and Infrastructure teams to escalate and resolve complex technical issues
- Build strong relationships with users to understand needs and improve IT service delivery
- Identify opportunities for process improvement, automation, and standardization
- Assist in developing knowledge base documentation and user training materials
- Support IT projects impacting Empowered Independence users, including migrations, upgrades, and tool rollouts
- Monitor ticket aging, service performance, and user satisfaction metrics to ensure timely resolution and continuous improvement
- Ensure compliance with security, governance, and corporate IT policies
- All other duties as assigned
Benefits
- health, vision, dental insurance
- 401k
- paid time away
- volunteer days
- annual performance-based bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
