Infrastructure IT Relationship Manager

Overview

Infrastructure IT Relationship Manager role supporting Empowered Independence users. You will serve as a primary liaison between Empowered Independence users and IT Infrastructure teams, ensuring delivery of reliable, user-focused technology services. This role manages the end-to-end user experience across onboarding, hardware provisioning, telephony, and day-to-day IT support. You will collaborate with Service Desk, Infrastructure, Security, and Engineering teams to drive continuous improvement in service delivery and maintain a high-quality user experience.

Location(s):
Atlanta, GA;
La Vista, NE;
Oakdale, MN;
Scottsdale, AZ;
St. Petersburg, FL. Osaic has returned to a hybrid schedule requiring a minimum of 4 days weekly in the office. Applicants should be located at one of the listed hubs and willing to work this schedule.

Role Type:
Full-time, Non-Exempt. Salary: $80,000-$100,000 per year + annual performance-based bonus. Compensation is determined based on location, skills, licensure, experience, and education. Benefits include health, vision, dental insurance, 401k, paid time away, volunteer days, and more.

For more details, visit our careers page:
Osaic Benefits.

As an Infrastructure IT Relationship Manager, you will build trusted relationships with advisors and internal partners by providing proactive communication, technical guidance, and issue resolution. You will manage onboarding, hardware provisioning, telephony, and day-to-day IT support, ensuring a scalable and high-quality IT experience for Empowered Independence users.

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

• Serve as the primary IT point of contact for Empowered Independence users.
• Manage and support user onboarding/offboarding, including account provisioning, access requests, and system setup.
• 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.
• Assist in developing knowledge base documentation and user training materials.
• Support IT projects impacting Empowered Independence users, including migrations, upgrades, and tool rollouts.
• Monitor ticket aging, service performance, and user satisfaction metrics to ensure timely resolution and continuous improvement.
• Ensure compliance with security, governance, and corporate IT policies.
• All other duties as assigned.

• 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., Service Now 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.

• 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 (Service Now dashboards, Power BI, etc.).