Team Leader, IT Service Operations

Fedpointusa; Portsmouth (NH); On-site; 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

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.

About FedPoint

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.

Our mission

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

Report To:

Manager, IT Service Operations

Location:

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

About the Role

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.

About Platform Operations

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.

Key Responsibilities

• 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.

Required Qualifications

• 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 ID, 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.

Preferred Qualifications

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

Skills and Competencies

• 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 can earn up to 7% of their salary, based on company performance. (Inquire about eligibility with our recruiter)
• Lots of paid time off: 3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
• Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
• 6 weeks fully paid parental leave.
• Tuition reimbursement program to support career goals.
• Corporate giving and matching gifts program.
• Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
• A wide variety of personal, professional, and career development programs.
• Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.

All offers of employment with FedPoint are conditional upon satisfactory completion of a pre-employment background check.

FedPoint is an equal opportunity employer as to all protected groups under applicable federal, state and local laws, including protected veterans and individuals with disabilities. If you believe you need reasonable accommodation in order to search for a job opening or to submit an online application, please call [phone]. Equal Employment Opportunity (EEO) Poster Family and Medical Leave Act (FMLA) Poster Employee Polygraph Protection Act Poster