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Atlanta, Georgia, United States
Hybrid
Information Technology Opportunity in Financial Services
Infrastructure IT Relationship Manager
Location(s):
Atlanta: 2300 Windy Ridge Pkwy SE, Suite 750, Atlanta, GA 30339
La Vista: 12325 Port Grace Blvd, La Vista, NE 68128
Oakdale: 7755 3rd St. N, Oakdale, MN 55128
Scottsdale: 18700 N Hayden Rd, Suite 255, Scottsdale, AZ 85255
St. Petersburg: 877 Executive Center Dr. W, Suite 300, St. Petersburg, FL 33702
Osaic has returned to the office on a hybrid schedule requiring a minimum of 4 days weekly in the office. Applicants should be located at one of our hubs listed above and must be willing to work this schedule.
Role Type: Full-time, Non-Exempt
Salary: $80,000-$100,000 per year + annual performance-based bonus
Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, licensure, experience, and education.
Our competitive compensation is just one component of Osaic’s total compensation package. Additional benefits include health, vision, dental insurance, 401k, paid time away, volunteer days and much more. To view more details of what you can look forward to, visit our careers page: Osaic Benefits.
Summary:
As an Infrastructure IT Relationship Manager supporting Empowered Independence users, you will serve as a primary liaison between our Empowered Independence users and IT Infrastructure teams, ensuring the delivery of reliable, user-focused technology services. This role is responsible for managing the end-to-end user experience across onboarding, hardware provisioning, telephony, and day-to-day IT support.
You will build trusted relationships with advisors and internal partners by providing proactive communication, technical guidance, and issue resolution. Success in this role requires a strong customer service orientation, technical aptitude, and the ability to translate user needs into scalable IT solutions.
You will collaborate closely with Service Desk, Infrastructure, Security, and Engineering teams to drive continuous improvement in service delivery while ensuring consistent and high-quality support experience for Empowered Independence users.
Education Requirements:
Bachelor’s degree preferred, high school diploma (or equivalent) in combination with significant experience will be considered in lieu of degree. Minimum of high school diploma or equivalent is required.
Responsibilities:
Serve as the primary IT point of contact for Empowered Independence users
Manage and support user onboarding/offboarding processes, including account provisioning, access requests, and system setup
Act as an advocate for users by identifying recurring issues and partnering with IT teams to improve service delivery outcomes
Handle general IT inquiries and issue resolution, ensuring timely and effective service delivery by monitoring key service metrics and driving continuous improvement
Partner with Service Desk and Infrastructure teams to escalate and resolve complex technical issues
Build strong relationships with users to understand needs and improve IT service delivery
Identify opportunities for process improvement, automation, and standardization
Assist in developing knowledge base documentation and user training materials
Support IT projects impacting Empowered Independence users, including migrations, upgrades, and tool rollouts
Monitor ticket aging, service performance, and user satisfaction metrics to ensure timely resolution and continuous improvement
Ensure compliance with security, governance, and corporate IT policies
All other duties as assigned
Basic Requirements:
3+ years of experience in IT support, service delivery, or relationship management
Strong knowledge of end-user computing environments (Windows, laptops, mobile devices)
Experience with user account management (Active Directory/Azure AD)
Familiarity with ITSM tools (e.g., ServiceNow or similar)
Proficiency in Microsoft Office Suite (Outlook, Teams, Excel, Word)
Excellent communication, interpersonal, and organizational skills
Strong customer service mindset with the ability to manage multiple priorities
Problem-solving skills with attention to detail
Ability to work independently and collaboratively in a team environment
Preferred Requirements:
Experience supporting remote or distributed user bases
Exposure to IT Infrastructure concepts (networking, security, cloud services)
Experience in financial services or regulated industries
Familiarity with identity and access management (IAM) processes
Experience with endpoint management tools (e.g., Intune, SCCM)
Experience working in a relationship management or business-facing IT role
Familiarity with reporting tools (ServiceNow dashboards, Power BI, etc.)