Our client, an IT Services organization supporting commercial and federal clients is seeking an IT Operations Generalist will provide interim support across end-user services, device lifecycle management, and SaaS administration during a 90-day engagement. This role is designed to stabilize day-to-day IT operations following the loss of a key internal resource, while ensuring continuity, process alignment, and efficient ticket resolution.
Key Responsibilities:
End-User Support & Ticket Management:
- Manage and resolve incoming requests through FreshService, ensuring timely response and resolution
- Support triage, prioritization, and routing of incidents and service requests
- Collaborate with the client''s Managed Services to transition or offload appropriate ticket workload
Device Provisioning & Mobile Management:
- Provision and deploy laptops, mobile devices, and related hardware
- Support mobile device lifecycle management, including configuration, enrollment, and decommissioning
- Interface with platforms such as JAMF and Go Exceed, as applicable
Employee Onboarding & Offboarding
- Execute onboarding/offboarding processes, including account setup, access provisioning, and device preparation
- Coordinate with internal stakeholders to ensure a consistent and documented onboarding experience
- Align onboarding/offboarding workflows with FreshService and existing internal processes
SaaS License & Account Administration:
- Manage user access and license allocation across key platforms, including:
o Monday.com
o Adobe
o DialPad
- Process access requests and approvals, ensuring proper documentation and compliance
Process Coordination & Improvement:
- Help define and standardize IT service workflows, particularly within FreshService
- Identify opportunities to improve efficiency, automation, and handoffs between internal teams and our client
- Support documentation of repeatable processes and best practices
- Experience in IT support, service desk, or IT operations roles
- Familiarity with SaaS administration and identity/access management
- Experience with ITSM platforms (FreshService preferred)
- Exposure to device management tools (e.g., JAMF, Intune, or similar)
- Strong organizational and communication skills
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