Hybrid IT Service Desk & Operations Lead

Fedpointusa; Portsmouth (NH); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

401k match

Bonus up to 7%

Paid time off

Health & wellness benefits

Parental leave

Tuition reimbursement

Volunteer program

Job summary

FedPoint in Portsmouth, NH is seeking a proactive Team Leader for IT Service Operations to oversee the Service Desk and Production Support teams, ensuring timely, secure technology services across the lifecycle.

You will drive ITIL incident, request, and problem management, coordinate major outages, maintain asset records, and prepare for audits. This hybrid role requires leadership and hands-on expertise in Microsoft 365 and endpoint management.

Qualifications

• 5+ years in technical IT roles with senior/lead experience.
• Proficient in Microsoft 365 admin and ITIL processes.
• Experience leading outage bridges and audits.

Responsibilities

• Lead daily operations of IT Service Desk and Production Support.
• Champion ITIL Incident, Request, and Problem Management.
• Oversee health, patching, and security of laptops/VDI.
• Maintain CMDB asset records and vendor contracts.
• Lead major outage calls and root-cause analyses.
• Primary contact for IT audits and documentation.

Skills

IT service leadership

Microsoft 365 admin

ITIL leadership

Disaster recovery

Security compliance

Patch management

Education

Bachelor's degree in IT

Tools

ServiceNow ITSM

Microsoft 365 Admin

Intune

Azure / AWS

Job description

FedPoint in Portsmouth, NH is seeking a proactive Team Leader for IT Service Operations to oversee the Service Desk and Production Support teams, ensuring timely, secure technology services across the lifecycle.

You will drive ITIL incident, request, and problem management, coordinate major outages, maintain asset records, and prepare for audits. This hybrid role requires leadership and hands-on expertise in Microsoft 365 and endpoint management.