Team Leader, IT Service Operations
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences.
We need to parse the posting.
Given content:
Department: Platform Operation
Report To: Manager, IT Service Operations
Location: Portsmouth, NH – Hybrid, 3 days per week on site
About The Role
We are seeking a proactive, organized, and technically strong Team Leader for our IT Service Operations group. In this role, you will oversee the IT Service Desk and Production Support teams, ensuring employees receive high-quality, efficient, and secure technology services throughout their lifecycle. You will serve as a key leader in ITIL processes, outage coordination, endpoint management, and audit readiness—driving operational excellence across the organization. This position participates in a monthly on-call rotation.
About Platform Operations
Platform Operations is the core engine of our technology organization. We design, maintain, and secure the infrastructure that powers our business—from on-premises systems and cloud environments to endpoint security and service delivery. Our team values automation, innovation, and continuous improvement. We build reliable, scalable platforms that act as strategic assets for growth and performance.
Key Responsibilities
Lead daily operations of the IT Service Desk and Production Support teams, including onboarding/offboarding activities and the maintenance of SOPs and user documentation.
Champion ITIL Incident, Request, and Problem Management processes, ensuring SLAs are met and acting as point of escalation.
Oversee the health, patching, and security compliance of physical laptops and VDI environments.
Maintain accurate asset records in the CMDB.
Manage hardware and software contracts, ensuring compliance and cost-effective vendor relationships.
Lead major outage calls, coordinating service restoration and conducting root cause analyses.
Serve as the primary contact for IT audits, preparing process documentation and presenting evidence to management and auditors.
Required Qualifications
5+ years of experience in technical IT roles, including 3+ years at a senior, engineering, or lead level.
3+ years of hands-on Microsoft 365 admin experience (Entra ID, Intune, SharePoint, Exchange).
Strong background in leading outage bridges, presenting technical workflows, and supporting critical business systems.
Experience with disaster recovery planning and execution.
Solid understanding of ITIL v3 or v4 frameworks.
Preferred Qualifications
Bachelor’s degree in IT, Computer Science, or a related field (preferred).
Experience with Endpoint Management tools (Microsoft Intune preferred).
Familiarity with Azure, AWS, and cloud services.
Certifications such as ITIL Foundation V4 or Microsoft 365 Administrator Expert.
Knowledge of NIST 800-53 Rev 5 security controls.
Experience using ServiceNow ITSM.
Prior leadership experience in IT Service Desk or Operations Support.
Skills And Competencies
Advanced proficiency in endpoint management (Intune, Autopilot, MECM).
Strong support experience with critical production business systems.
Expertise across the Microsoft 365 ecosystem and VDI environments.
Knowledge of RBAC, identity lifecycle management, and vulnerability remediation.
Ability to lead confidently during crises and major outages.
Strong analytical problem-solving and root-cause skills.
Clear, concise communication with executives and nontechnical stakeholders.
Passion for coaching and developing technical staff.
Why Join Us?
This is an opportunity to make a meaningful impact on the infrastructure that powers critical business operations. You'll work alongside talented professionals, contribute to cloud transformation initiatives, and help shape the future of a modern enterprise technology environment. If you're passionate about infrastructure engineering, cloud technologies, operational excellence, and continuous improvement, we'd love to hear from you. Apply today and help build the resilient, secure, and scalable technology foundation that drives our organization forward.
At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners. We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career. In addition to working for a company with great people and an excellent reputation, what’s in it for you?
Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
Bonus Opportunity: Qualifying employees can earn an annual bonus based on company performance. (Inquire about eligibility with our recruiter)
Lots of paid time off: 3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
6 weeks fully paid parental leave.
Tuition reimbursement program to support career goals.
Corporate giving and matching gifts program.
Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
A wide variety of personal, professional, and career development programs.
Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.
All offers of employment with FedPoint are conditional upon satisfactory completion of a pre-employment background check.
FedPoint is an equal opportunity employer as to all protected groups under applicable federal, state and local laws, including protected veterans and individuals with disabilities.
If you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call (603) 433-4500.
Equal Employment Opportunity (EEO) Poster Family and Medical Leave Act (FMLA) Poster Employee Polygraph Protection Act Poster
We need to remove boilerplate: EEO, legal, accommodation phone, etc. Also remove "All offers of employment..." maybe considered boilerplate? It's a condition but maybe keep? The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "All offers of employment..." is a legal condition; likely considered boilerplate. Also the EEO statements and accommodation phone. Also the "Equal Employment Opportunity (EEO) Poster Family and Medical Leave Act (FMLA) Poster Employee Polygraph Protection Act Poster" definitely boilerplate. So we drop those.
We need to keep substantive info: Department, Report To, Location maybe as a short paragraph? The instruction: fold minor metadata into a short
or drop it. So we can include a
containing Department, Report To, Location.
Then sections: About The Role (heading
About the Role
) with paragraph(s). Then About Platform Operations maybe as a section? The instruction list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It didn't list About Platform Operations but we could treat it as part of About the role or maybe as a separate section like "About the Team". However instruction says: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text. It didn't forbid adding other headings beyond the examples; but they gave examples. Safer to stick to those headings if content matches. We have content for About the role (we have About The Role paragraph). We have Responsibilities (Key Responsibilities). We have Requirements (Required Qualifications). We have Qualifications (Preferred Qualifications) maybe combine with Requirements? Could treat Required Qualifications as Requirements, Preferred Qualifications as Qualifications. We have Skills And Competencies as Skills. We have Benefits (Why Join Us? includes benefits). We have Pay? Not specified. Schedule? Not specified (though location mentions hybrid 3 days per week on site, that is schedule info). Actually schedule: "Hybrid, 3 days per week on site" is schedule info. So we can include Schedule section with that detail. Pay: not specified (no salary). So we should not create Pay section.
Thus sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Schedule.
We need to use for each section heading. Use - for any list of duties/requirements/benefits. For prose, use
.
We need to preserve all substantive information; do not invent or summarize away detail. So we need to keep each bullet point as list items.
We need to avoid duplication: The "About The Role" paragraph appears twice? Actually there is "About The Role" heading then paragraph. Then later "About Platform Operations" separate. We'll need to decide whether to include About Platform Operations as part of About the role or as separate section. Since we have limited headings, maybe we can merge About Platform Operations into About the role paragraph (as additional prose). That would preserve all info. So About the role section will contain two paragraphs: the original About The Role paragraph and the About Platform Operations paragraph.
Now Responsibilities: list items from Key Responsibilities.
Requirements: list items from Required Qualifications.
Qualifications: list items from Preferred Qualifications.
Skills: list items from Skills And Competencies.
Benefits: list items from Why Join Us? benefits. Need to capture each benefit line as list items. The paragraph includes multiple sentences; we can break into list items for each benefit. Must preserve all detail.
Schedule: location/hybrid info: "Portsmouth, NH – Hybrid, 3 days per week on site". Also maybe mention monthly on-call rotation from About The Role? That is schedule-related? It says "This position participates in a monthly on-call rotation." That is also schedule info. So schedule section should include both location hybrid and on-call rotation.
We need to avoid boilerplate: remove EEO etc. Also remove "All offers of employment..." etc. Also remove the accommodation phone line. Also remove the "At FedPoint, our mission..." maybe that's part of benefits? Actually that is more about company mission; could be considered part of Why Join Us? but it's not a benefit; it's more generic. The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep that mission statement? It's part of Why Join Us? but it's not a benefit; it's more about company. Could keep as paragraph under Benefits section? But Benefits section should be for benefits; we could keep mission statement as a paragraph before the list. However the instruction says use
- for any list of duties/requirements/benefits, and
for prose. So we can have a
for the mission statement and then a
for benefits.
Similarly, the "Why Join Us?" heading includes some prose before the list. We'll keep that as .
Now we need to ensure we don't include duplicated lines. Check for duplicates: The "About The Role" paragraph appears only once. The "About Platform Operations" appears once. No duplicates.
Now we need to output only HTML fragment, no /, no markdown.
Let's craft.
Structure:
Department: Platform Operation. Report To: Manager, IT Service Operations. Location: Portsmouth, NH – Hybrid, 3 days per week on site.
for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences. We need to parse the posting. Given content: Department: Platform Operation Report To: Manager, IT Service Operations Location: Portsmouth, NH – Hybrid, 3 days per week on site About The Role We are seeking a proactive, organized, and technically strong Team Leader for our IT Service Operations group. In this role, you will oversee the IT Service Desk and Production Support teams, ensuring employees receive high-quality, efficient, and secure technology services throughout their lifecycle. You will serve as a key leader in ITIL processes, outage coordination, endpoint management, and audit readiness—driving operational excellence across the organization. This position participates in a monthly on-call rotation. About Platform Operations Platform Operations is the core engine of our technology organization. We design, maintain, and secure the infrastructure that powers our business—from on-premises systems and cloud environments to endpoint security and service delivery. Our team values automation, innovation, and continuous improvement. We build reliable, scalable platforms that act as strategic assets for growth and performance. Key Responsibilities Lead daily operations of the IT Service Desk and Production Support teams, including onboarding/offboarding activities and the maintenance of SOPs and user documentation. Champion ITIL Incident, Request, and Problem Management processes, ensuring SLAs are met and acting as point of escalation. Oversee the health, patching, and security compliance of physical laptops and VDI environments. Maintain accurate asset records in the CMDB. Manage hardware and software contracts, ensuring compliance and cost-effective vendor relationships. Lead major outage calls, coordinating service restoration and conducting root cause analyses. Serve as the primary contact for IT audits, preparing process documentation and presenting evidence to management and auditors. Required Qualifications 5+ years of experience in technical IT roles, including 3+ years at a senior, engineering, or lead level. 3+ years of hands-on Microsoft 365 admin experience (Entra ID, Intune, SharePoint, Exchange). Strong background in leading outage bridges, presenting technical workflows, and supporting critical business systems. Experience with disaster recovery planning and execution. Solid understanding of ITIL v3 or v4 frameworks. Preferred Qualifications Bachelor’s degree in IT, Computer Science, or a related field (preferred). Experience with Endpoint Management tools (Microsoft Intune preferred). Familiarity with Azure, AWS, and cloud services. Certifications such as ITIL Foundation V4 or Microsoft 365 Administrator Expert. Knowledge of NIST 800-53 Rev 5 security controls. Experience using ServiceNow ITSM. Prior leadership experience in IT Service Desk or Operations Support. Skills And Competencies Advanced proficiency in endpoint management (Intune, Autopilot, MECM). Strong support experience with critical production business systems. Expertise across the Microsoft 365 ecosystem and VDI environments. Knowledge of RBAC, identity lifecycle management, and vulnerability remediation. Ability to lead confidently during crises and major outages. Strong analytical problem-solving and root-cause skills. Clear, concise communication with executives and nontechnical stakeholders. Passion for coaching and developing technical staff. Why Join Us? This is an opportunity to make a meaningful impact on the infrastructure that powers critical business operations. You'll work alongside talented professionals, contribute to cloud transformation initiatives, and help shape the future of a modern enterprise technology environment. If you're passionate about infrastructure engineering, cloud technologies, operational excellence, and continuous improvement, we'd love to hear from you. Apply today and help build the resilient, secure, and scalable technology foundation that drives our organization forward. At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners. We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career. In addition to working for a company with great people and an excellent reputation, what’s in it for you? Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately. Bonus Opportunity: Qualifying employees can earn an annual bonus based on company performance. (Inquire about eligibility with our recruiter) Lots of paid time off: 3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays! Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options. 6 weeks fully paid parental leave. Tuition reimbursement program to support career goals. Corporate giving and matching gifts program. Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities. A wide variety of personal, professional, and career development programs. Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community. All offers of employment with FedPoint are conditional upon satisfactory completion of a pre-employment background check. FedPoint is an equal opportunity employer as to all protected groups under applicable federal, state and local laws, including protected veterans and individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call (603) 433-4500. Equal Employment Opportunity (EEO) Poster Family and Medical Leave Act (FMLA) Poster Employee Polygraph Protection Act Poster We need to remove boilerplate: EEO, legal, accommodation phone, etc. Also remove "All offers of employment..." maybe considered boilerplate? It's a condition but maybe keep? The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "All offers of employment..." is a legal condition; likely considered boilerplate. Also the EEO statements and accommodation phone. Also the "Equal Employment Opportunity (EEO) Poster Family and Medical Leave Act (FMLA) Poster Employee Polygraph Protection Act Poster" definitely boilerplate. So we drop those. We need to keep substantive info: Department, Report To, Location maybe as a short paragraph? The instruction: fold minor metadata into a short
or drop it. So we can include a
containing Department, Report To, Location. Then sections: About The Role (heading
About the Role
) with paragraph(s). Then About Platform Operations maybe as a section? The instruction list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It didn't list About Platform Operations but we could treat it as part of About the role or maybe as a separate section like "About the Team". However instruction says: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text. It didn't forbid adding other headings beyond the examples; but they gave examples. Safer to stick to those headings if content matches. We have content for About the role (we have About The Role paragraph). We have Responsibilities (Key Responsibilities). We have Requirements (Required Qualifications). We have Qualifications (Preferred Qualifications) maybe combine with Requirements? Could treat Required Qualifications as Requirements, Preferred Qualifications as Qualifications. We have Skills And Competencies as Skills. We have Benefits (Why Join Us? includes benefits). We have Pay? Not specified. Schedule? Not specified (though location mentions hybrid 3 days per week on site, that is schedule info). Actually schedule: "Hybrid, 3 days per week on site" is schedule info. So we can include Schedule section with that detail. Pay: not specified (no salary). So we should not create Pay section. Thus sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Schedule. We need to use for each section heading. Use - for any list of duties/requirements/benefits. For prose, use
.
We need to preserve all substantive information; do not invent or summarize away detail. So we need to keep each bullet point as list items.
We need to avoid duplication: The "About The Role" paragraph appears twice? Actually there is "About The Role" heading then paragraph. Then later "About Platform Operations" separate. We'll need to decide whether to include About Platform Operations as part of About the role or as separate section. Since we have limited headings, maybe we can merge About Platform Operations into About the role paragraph (as additional prose). That would preserve all info. So About the role section will contain two paragraphs: the original About The Role paragraph and the About Platform Operations paragraph.
Now Responsibilities: list items from Key Responsibilities.
Requirements: list items from Required Qualifications.
Qualifications: list items from Preferred Qualifications.
Skills: list items from Skills And Competencies.
Benefits: list items from Why Join Us? benefits. Need to capture each benefit line as list items. The paragraph includes multiple sentences; we can break into list items for each benefit. Must preserve all detail.
Schedule: location/hybrid info: "Portsmouth, NH – Hybrid, 3 days per week on site". Also maybe mention monthly on-call rotation from About The Role? That is schedule-related? It says "This position participates in a monthly on-call rotation." That is also schedule info. So schedule section should include both location hybrid and on-call rotation.
We need to avoid boilerplate: remove EEO etc. Also remove "All offers of employment..." etc. Also remove the accommodation phone line. Also remove the "At FedPoint, our mission..." maybe that's part of benefits? Actually that is more about company mission; could be considered part of Why Join Us? but it's not a benefit; it's more generic. The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep that mission statement? It's part of Why Join Us? but it's not a benefit; it's more about company. Could keep as paragraph under Benefits section? But Benefits section should be for benefits; we could keep mission statement as a paragraph before the list. However the instruction says use
- for any list of duties/requirements/benefits, and
for prose. So we can have a
for the mission statement and then a
for benefits.
Similarly, the "Why Join Us?" heading includes some prose before the list. We'll keep that as .
Now we need to ensure we don't include duplicated lines. Check for duplicates: The "About The Role" paragraph appears only once. The "About Platform Operations" appears once. No duplicates.
Now we need to output only HTML fragment, no /, no markdown.
Let's craft.
Structure:
Department: Platform Operation. Report To: Manager, IT Service Operations. Location: Portsmouth, NH – Hybrid, 3 days per week on site.
. We need to preserve all substantive information; do not invent or summarize away detail. So we need to keep each bullet point as list items. We need to avoid duplication: The "About The Role" paragraph appears twice? Actually there is "About The Role" heading then paragraph. Then later "About Platform Operations" separate. We'll need to decide whether to include About Platform Operations as part of About the role or as separate section. Since we have limited headings, maybe we can merge About Platform Operations into About the role paragraph (as additional prose). That would preserve all info. So About the role section will contain two paragraphs: the original About The Role paragraph and the About Platform Operations paragraph. Now Responsibilities: list items from Key Responsibilities. Requirements: list items from Required Qualifications. Qualifications: list items from Preferred Qualifications. Skills: list items from Skills And Competencies. Benefits: list items from Why Join Us? benefits. Need to capture each benefit line as list items. The paragraph includes multiple sentences; we can break into list items for each benefit. Must preserve all detail. Schedule: location/hybrid info: "Portsmouth, NH – Hybrid, 3 days per week on site". Also maybe mention monthly on-call rotation from About The Role? That is schedule-related? It says "This position participates in a monthly on-call rotation." That is also schedule info. So schedule section should include both location hybrid and on-call rotation. We need to avoid boilerplate: remove EEO etc. Also remove "All offers of employment..." etc. Also remove the accommodation phone line. Also remove the "At FedPoint, our mission..." maybe that's part of benefits? Actually that is more about company mission; could be considered part of Why Join Us? but it's not a benefit; it's more generic. The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep that mission statement? It's part of Why Join Us? but it's not a benefit; it's more about company. Could keep as paragraph under Benefits section? But Benefits section should be for benefits; we could keep mission statement as a paragraph before the list. However the instruction says use
- for any list of duties/requirements/benefits, and
for prose. So we can have a
for the mission statement and then a
- for benefits.
Similarly, the "Why Join Us?" heading includes some prose before the list. We'll keep that as
. Now we need to ensure we don't include duplicated lines. Check for duplicates: The "About The Role" paragraph appears only once. The "About Platform Operations" appears once. No duplicates. Now we need to output only HTML fragment, no /, no markdown. Let's craft. Structure:
Department: Platform Operation. Report To: Manager, IT Service Operations. Location: Portsmouth, NH – Hybrid, 3 days per week on site.