Job Description
About the Company
Solix is a leading national provider of consulting and business process solutions with expertise in complex program management, eligibility determination, customer care, and state and federal funding recovery. Our team is driven by our mission to connect people to essential programs and services. We consult with our clients to develop optimal solutions, engage with our clients and their stakeholders to achieve mutually beneficial outcomes, and empower our clients and the people we collectively serve.
Job Title: IT Service Delivery Manager
Position Summary
We are seeking an experienced and hands-on IT Lead to oversee our end-user platforms and desktop operations, while also serving as a senior technical leader. This is a role for a proactive problem-solver with a strong focus on customer-centricity and empathy. You will guide and mentor the IT support team while remaining directly involved in the day-to-day work, including building and configuring PCs/laptops, managing Microsoft 365, and supporting Microsoft Virtual Desktop. Your primary goal will be to provide a stellar support experience to our associates and clients, ensuring their needs are met with responsiveness and high-quality work.
The IT Lead will also play a critical role in security operations, including Data Loss Prevention (DLP), Microsoft licensing management, Conditional Access, audit compliance, and email security.
Key Responsibilities
• Lead with Empathy: Serve as the senior technical lead for desktop and IT support, providing mentorship and guidance with a focus on delivering solutions that are both effective and user-friendly.
• Deliver Quality Work: Remain actively engaged in hands-on technical tasks, including building, imaging, and configuring laptops and desktops to ensure the delivery of high-quality equipment.
• Ensure Seamless Operations: Manage and optimize Microsoft 365 services to provide seamless and productive user experience.
• Be Responsive: Oversee help desk ticketing, ensuring timely resolution and continuous improvement of the end-user experience.
• Empower Users: Create and maintain clear, user-friendly technical documentation, knowledge base articles, and training guides to empower users and promote self-service.
• Troubleshoot with Care: Act as a senior-level escalation point, providing responsive and empathetic support for complex end-user and system issues.
• Collaborate with Security and Infrastructure teams on endpoint protection, device compliance, and patching strategies to proactively secure user environments.
• Administer and support Exchange Online and Mimecast for email security, archiving, and continuity.
• Support conference room AV and video conferencing solutions, ensuring reliable and responsive meeting experiences.
• Manage Microsoft licensing, Conditional Access, and DLP policies to maintain security and compliance.
• Manage Microsoft patch process management and reporting for desktops and laptops.
• Ensure all IT systems, processes, and documentation meet internal and external audit requirements.
Qualifications
• 5+ years of hands-on experience in IT support, desktop engineering, or end-user computing, with a proven track record of customer satisfaction.
• Demonstrated ability to lead initiatives and provide direction while remaining hands-on and responsive to the needs of the business.
• Strong knowledge of Microsoft 365 administration.
• Excellent troubleshooting skills with a focus on quickly and effectively resolving user issues.
• Experience with Mimecast or similar email security platforms.
• Experience building and configuring desktops/laptops.
• Experience supporting and troubleshooting conference room AV/video conferencing systems.
• Experience ensuring compliance with IT audits, policies, and regulatory requirements.
• Ability to work on site three days a week minimum.
Preferred Skills
• PowerShell scripting for automation and administration to improve efficiency and consistency.
• Python or similar scripting languages for process automation.
• Knowledge of Azure AD, Conditional Access, and related security policies.
• Experience with IT service management frameworks such as ITIL.
Solix offers a robust benefits package, subject to eligibility based on position and/or performance. Benefits include, but are not limited to, medical, dental, and vision insurance, short and long-term disability, 401(K) with employer match, paid time off, annual merit increases, short-term incentive pay, parking and transit expense reimbursement, tuition reimbursement, adoption assistance, and an employee assistance program.
For more information about personal rights under Equal Employment Opportunity, visit: EEOC Poster, EEOC GINA Supplement, and OFCCP EEOC Supplement. Solix, Inc. is an Equal Opportunity Employer – M/F/Veterans/Disabled and other protected categories.