IT Support Lead

CAIS is the pioneer in democratizing access to and education about alternative investments for independent financial advisors, empowering them to engage and transact with leading asset managers on a massive scale through a wide variety of alternative investment products and technology solutions. CAIS provides financial advisors with a broad selection of alternative investment strategies, including hedge funds, private equity, private credit, real estate, digital assets, and structured notes. CAIS also delivers industry-leading technology, operational efficiency, and world-class client service throughout the pre-trade, trade, and post-trade experience. CAIS supports over 50,000 advisors who oversee more than $6 trillion in network assets.  

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.

Responsibilities:

IT Support Operations

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

Microsoft Cloud & Endpoint Engineering

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

Qualifications

• 5+ years of progressive IT experience
• 2+ years leading a support function or small team
• Experience managing or coordinating outsourced MSP relationships
• Hands-on expertise in Microsoft 365, Azure, and Intune environments
• Evidence of proactive learning in Azure, Intune, modern Microsoft tooling
• 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, and people at https://www.caisgroup.com/our-company/careers.

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.

CAIS offers a comprehensive benefits package that includes generously subsidized healthcare with 100% employer paid dental and vision insurance, an employer matched retirement plan, wellness programs, and flexible PTO and generous parental leave. Additionally, CAIS offers a flexible, hybrid in-office model; for most roles, we do require a minimum of 3 days in office per week. For more information on our benefits and career opportunities, please visit our website: https://www.caisgroup.com/our-company/careers.