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
- Minimum of high school diploma or equivalent is required
- 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
- 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.)
Skills
- Strong customer service mindset
- Technical aptitude
- Ability to translate user needs into scalable IT solutions
- Collaboration with IT teams
- Process improvement and automation
- Knowledge base documentation and user training materials
- IT project support
- Monitoring and improving service delivery
Benefits
Our competitive compensation is just one component of Osaic’s total compensation package. Additional benefits include health, vision, dental insurance, 401k, paid time away, volunteer days and much more. 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
Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, licensure, experience, and education. Osaic operates on a hybrid schedule requiring a minimum of 4 days weekly in the office.