IT Support Operations Technical Manager- Lead

Somatus, Inc.•McLean, VA

3d•Hybrid

About The Position

The IT Support Operations Technical Manager is a hands-on senior technical individual contributor responsible for the administration, maintenance, availability, and support of Microsoft 365, Microsoft Entra ID, Microsoft Intune, endpoint technologies, identity and access services, and related IT support platforms. The role is the senior technical escalation point for complex endpoint deployment and access issues, including laptop setup, device imaging, enrollment, configuration, and Duo multi-factor authentication setup. It also coordinates advanced technical escalation and resolution for complex issues involving enterprise systems, network services, servers, VPN solutions, backup systems, and related IT infrastructure. The position provides technical leadership for the reliability and operational performance of assigned technologies without direct personnel-management authority. It provides technical guidance, mentorship, and knowledge transfer to approximately 10 IT support professionals. The role is designated hybrid and requires regular onsite attendance as required by the manager. The company reserves the right to modify work location requirements, schedules, and remote-work arrangements. The successful candidate will administer Microsoft cloud services and endpoint platforms; coordinate infrastructure issue resolution; own escalated incidents through resolution; develop technical documentation and support staff capabilities; contribute to service maturity, automation, and operational excellence; and help ensure IT standards, security policies, and regulatory requirements are met, including HIPAA requirements. Somatus offers more than 25 health, growth, and wealth work perks, including subsidized medical, dental, and vision coverage, wellness programs, flexible PTO, and CEU and tuition reimbursement. The stated compensation range is $125,000 to $140,000 per year. The position may also be eligible for a discretionary performance-based bonus.

Requirements

7+ years of progressive, hands-on experience in enterprise systems administration, network administration, Microsoft cloud administration, identity and access management, endpoint engineering, infrastructure operations, or complex enterprise technical support.
Demonstrated experience serving as a senior technical escalation point, technical lead, or subject-matter expert in a distributed enterprise environment.
Experience leading technical incident-resolution efforts, root-cause analysis, and permanent corrective-action initiatives.
A minimum of a bachelor’s degree (or foreign equivalent) in Computer Science, Information Technology, Computer Engineering, or Management Information Systems (MIS).
Advanced knowledge of ServiceNow, Jira Service Management, or a comparable IT service-management platform.
Expert-level technical knowledge and configuration experience with Microsoft Entra ID, Microsoft 365, Microsoft Intune, identity and access management, and PowerShell scripting and automation.
Excellent verbal and written communication skills, including experience supporting senior leaders.
Strong customer service orientation.
Ability to work independently while contributing to a collaborative, mission-driven team.

Nice To Haves

Experience in healthcare or other regulated environments.
Information Technology Service Management (ITSM) certification and ITIL Foundation 4.0 certification; ITIL Expert or ITIL 4 Managing Professional is strongly preferred.

Responsibilities

Administer Microsoft 365, Microsoft Entra ID, Microsoft Intune, Exchange Online, Teams, SharePoint, and related enterprise cloud services.
Configure and maintain Conditional Access, multi-factor authentication, security groups, administrative roles, identity-governance controls, role-based access, and user-lifecycle processes.
Configure and maintain device-compliance policies, endpoint-security baselines, application deployments, device configurations, and operating-system update policies.
Diagnose and resolve complex synchronization, authentication, device-enrollment, compliance, application-deployment, collaboration-platform, and access issues.
Provide technical guidance and escalation support for enterprise networks, operating systems, servers, VPN platforms, backup systems, and related infrastructure, coordinating with Infrastructure, Security, vendors, and other technical teams.
Coordinate diagnosis and resolution of complex network, connectivity, authentication, availability, and infrastructure issues, and assist responsible technical teams with incident analysis and corrective actions.
Provide technical input and escalation coordination for infrastructure upgrades, patches, configuration changes, backup and restoration activities, disaster recovery, and service-continuity procedures.
Serve as the senior escalation point for complex or high-impact IT support incidents involving endpoints, Microsoft services, VPN access, authentication, connectivity, and enterprise applications.
Provide advanced escalation support for laptop setup, device imaging, endpoint enrollment and configuration, application deployment, Duo MFA enrollment, and related access or provisioning issues.
Provide advanced troubleshooting and resolution support for escalated incidents and service requests affecting corporate, remote, and executive users.
Own escalated incidents through resolution, ensuring accurate diagnosis, clear communication, timely coordination, root-cause documentation, and preventive actions.
Provide technical guidance, mentorship, and knowledge transfer to approximately 10 IT support professionals.
Develop and maintain technical standards, knowledge articles, standard operating procedures, configuration documentation, and troubleshooting guides.
Coordinate technical issue resolution across IT Support, Infrastructure, Security, Applications, business stakeholders, and external service providers.
Support onboarding and ongoing development of IT Support staff through knowledge sharing and coaching.
Help improve first-contact resolution and reduce repeat incidents through feedback and training.
Serve as a stabilizing presence during outages, service disruptions, or critical incidents.
Identify trends, recurring issues, and service gaps; participate in root-cause analysis and long-term remediation.
Participate in IT initiatives focused on service maturity, automation, and operational excellence.
Balance user experience with security, compliance, and HIPAA requirements.
Ensure adherence to Somatus IT standards, security policies, and regulatory requirements.
Support service-performance measures, including availability, incident resolution, SLA adherence, change success, backlog health, and customer satisfaction.
Provide insight and recommendations to IT leadership on risks, trends, and improvement opportunities.
Contribute to a culture of accountability, teamwork, and continuous improvement.