Summary

The IT Support Lead owns and elevates the end-to-end support experience at CAIS. This role sets the standard for service quality, leads day-to-day IT support operations, manages MSP performance, and serves as the senior escalation point for complex issues.

In parallel, this leader brings strong Microsoft cloud expertise (Azure, Entra ID, Intune, M365) and improves device, identity, and policy health across the organization through automation and modern endpoint management.

This is a hands-on leadership role focused on operational excellence, measurable improvement, and scalable infrastructure.

IT Support Operations

1. End-to-End Support Leadership: Own day-to-day support operations across internal resources & MSP partners; defining SLAs, escalation paths, and service standards.
2. MSP Performance Management: Hold partners accountable through clear metrics, documentation standards, and root-cause resolution; reducing repeat incidents and ticket noise.
3. Service Quality & Process Maturity: implement structured escalation, problem management workflows, and track KPI reporting; driving continuous improvement in user satisfaction.
4. Operational Reliability: Oversee onboarding/offboarding, hardware lifecycle, budgeting

Microsoft Cloud & Endpoint Engineering

1. Identity & Access Management: Administer Azure / Entra ID, including authentication troubleshooting and conditional access policy management.
2. Modern Device Management: Design and maintain Intune policies, device compliance frameworks, configuration profiles, and endpoint security controls.
3. M365 Administration: Manage Exchange Online, Teams, and SharePoint environments.
4. Automation: Use PowerShell and modern tooling to automate bulk operations and eliminate repetitive support work.
5. Device Lifecycle Optimization: Improve provisioning workflows (Autopilot preferred), testing and deploying policy changes safely (pilot groups, rollback planning).
6. Cross-Functional Collaboration: Partner with Infrastructure and Security teams to strengthen platform stability and governance.

Qualifications

1. 5+ years of progressive IT experience
2. 2+ years leading a support function or small team
3. Experience managing or coordinating outsourced MSP relationships
4. Hands-on expertise in Microsoft 365, Azure, and Intune environments
5. Evidence of proactive learning in Azure, Intune, modern Microsoft tooling
6. Demonstrated automation mindset; experience leveraging AI tools (Copilot, ChatGPT, Claude, workflow automation) a plus

CAIS is consistently recognized as a Best Place to Work, and our culture is at the heart of our success. We are committed to fostering an inclusive environment where employees can be their most authentic selves and feel inspired and supported to bring their voice forward to drive community, growth, and innovation. We are an equal opportunity employer, and do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. Learn more about our culture, benefits

CAIS’ compensation package includes a market competitive salary, a performance bonus, and exceptional benefits. If you are located in New York, New York, the base salary range for this role is $120,000 - $155,000. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location.

Skills

• Community Moderator
• Team Collaboration
• Team Management