Infrastructure IT Relationship Manager

About the role

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.

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
• Aid in developing knowledge base documentation and user training materials
• Support IT projects impacting Empowered Independence users, including migrations, upgrades, and tool rollouts
• Maintain compliance with security, governance, and corporate IT policies
• Ensure timely resolution and continuous improvement of ticket aging, service performance, and user satisfaction metrics
• All other duties as assigned

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

Qualifications

• Bachelor’s degree preferred, high school diploma (or equivalent) in combination with significant experience will be considered in lieu of degree
• Minimum of high school diploma or equivalent is required

Skills

• Strong customer service orientation
• Technical aptitude
• Ability to translate user needs into scalable IT solutions
• Collaboration with Service Desk, Infrastructure, Security, and Engineering teams
• Process improvement, automation, and standardization
• Knowledge base documentation and user training materials
• IT project support (migrations, upgrades, tool rollouts)
• Ticket monitoring and service performance metrics
• Compliance with security, governance, and corporate IT policies

Benefits

To view more details of what you can look forward to, visit our careers page: Osaic Benefits.

Pay

$80,000-$100,000 per year + annual performance-based bonus

Schedule

Our hybrid schedule requires a minimum of 4 days weekly in the office.