Team Leader, IT Service Operations

Our goal at FedPoint is to foster an engaging environment for our employees that promotes career growth and supports a work-life balance. From professional development to wellness programs to volunteer opportunities, we have created a culture that puts our employees on a positive pathway to success.

FedPoint creates and operates digital benefits marketplaces that make it easy for our millions of federal and military customers to understand, select, and use their benefits. A subsidiary of John Hancock Life & Health Insurance Company, FedPoint was founded in 2002 and is headquartered in Portsmouth, NH.

Create and deliver world-class benefits experiences for our customers, clients, and business partners.

Manager, IT Service Operations

Portsmouth, NH – Hybrid, 3 days per week on site

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.

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.

• 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.

• 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 , 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.

• 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 Service Now ITSM.
• Prior leadership experience in IT Service Desk or Operations Support.

• 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.

• Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
• Bonus Opportunity: Qualifying employees…