Infrastructure IT Relationship Manager

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 escalat 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

• 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)

Demonstrates expertise in IT support and service delivery, with a strong focus on user account management, process improvement, and compliance with IT policies. Proven ability to build relationships with users and enhance service delivery through effective communication and collaboration.