IT Support Lead - Strategy, Automation & Microsoft 365

Phaxis; Pittsburgh (Allegheny County); On-site; USD 110,000 - 160,000; Full time

Job summary

Phaxis' client in the data center space is seeking an IT Support Manager to lead a growing team and define a multi-year vision that scales with the business.

The role owns Microsoft 365 and identity platforms (Entra ID, Intune, Exchange Online) and reports to the SVP of Information Technology. You will drive IT service improvements, build a culture of excellence, and partner with cybersecurity and operations to optimize support.

Qualifications

• 8+ years leading IT support or service desk.
• Proven track record transforming tooling, processes, or culture.
• Experience with SLA-based delivery, Jira Service Management or similar.
• Strong knowledge of Microsoft 365 administration and identity concepts.
• Strategic thinking about future state and growth.

Responsibilities

• Set the strategic direction and multi-year roadmap for IT Support (headcount growth, new locations, and business change).
• Lead and develop the IT Support team: hiring, performance management, and building a group of future leads.
• Redefine what good looks like beyond SLA adherence
• Ensure SLA adherence across ticket tiers in Jira; review KPIs weekly and report trends to IT leadership monthly.
• Champion the build-out of the IT Help Center: request workflows, self-service content, and automation.
• Build and maintain escalation paths, on-call coverage, and incident response procedures for end-users.
• Own the device lifecycle: procurement standards, imaging, Intune enrollment, and decommissioning.
• Identify and implement automation and AI-enabled support opportunities that reduce ticket volume.
• Own Microsoft 365 and identity platform: Entra ID, Intune, and Exchange Online.
• Drive Conditional Access policy design and zero-trust implementation with the Cybersecurity & Compliance manager.
• Serve as the internal Microsoft 365 / identity point of escalation.
• Support identity lifecycle projects.
• Participate in change control review and enforce the Change Control Request process.

Skills

Team leadership

Hiring

Performance management

Strategic planning

IT strategy

Tools

Jira Service Management

Confluence

AWS

Microsoft 365

Job description

Phaxis' client in the data center space is seeking an IT Support Manager to lead a growing team and define a multi-year vision that scales with the business.

The role owns Microsoft 365 and identity platforms (Entra ID, Intune, Exchange Online) and reports to the SVP of Information Technology. You will drive IT service improvements, build a culture of excellence, and partner with cybersecurity and operations to optimize support.