IT Systems Manager, AI Administration

We are seeking a skilled and customer-focused IT Systems Manager, AI Administration to support and maintain our Microsoft 365 environment, end-user computing infrastructure, and corporate technology services. This role administers Microsoft 365 services, provisions and deploys laptops, manages user accounts and permissions, troubleshoots technical issues, and supports conference room technology across the organization. The ideal candidate is a Microsoft-certified IT professional with strong technical knowledge, excellent customer service skills, and the ability to work effectively in a fast-paced environment. Reports to: Vice President, Information Technology | Location: Boston, MA (hybrid) | Employment Type: Full-time Key Responsibilities Microsoft 365 Administration • Administer and support Microsoft 365 services: Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, Microsoft Entra ID, and Intune Endpoint Management. • Manage user accounts, licensing, groups, permissions, and security roles. • Configure and maintain Microsoft 365 security, compliance, and governance policies. • Monitor system performance and troubleshoot service-related issues. • Support Microsoft 365 migrations, upgrades, and implementation projects. Endpoint Management & Laptop Deployment • Build, configure, image, and deploy Windows laptops and mobile devices. • Manage device lifecycle activities including provisioning, inventory management, refreshes, and decommissioning. • Configure and maintain endpoint security policies using Microsoft Intune and other management platforms. • Perform hardware diagnostics, upgrades, and repairs as needed. • Maintain accurate asset management records. User Administration • Create, modify, and disable user accounts following established processes. • Manage access requests and permissions based on company security standards. • Support onboarding and offboarding activities. • Assist with identity and access management initiatives. • Ensure compliance with internal security policies and procedures. Technical Support & Help Desk • Serve as a primary point of contact for end-user technical support. • Diagnose and resolve hardware, software, networking, printing, and mobile device issues. • Respond to incidents and service requests in accordance with service level agreements. • Document troubleshooting procedures, solutions, and knowledge base articles. • Escalate complex issues when required while maintaining ownership through resolution. AI Innovation & Automation • Leverage generative AI platforms, including Microsoft Copilot, ChatGPT, and Claude, to improve productivity, automate workflows, and enhance end-user support. • Apply AI governance, security, privacy, and responsible-use practices in an enterprise environment. • Create, configure, implement, and manage AI agents, assistants, and automation solutions for business and IT operations. • Identify and implement AI-driven solutions that streamline repetitive tasks, improve knowledge management, and increase operational efficiency, while analyzing and maintaining a positive return on investment. • Use AI tools for troubleshooting, documentation creation, process optimization, data analysis, and user support. • Leverage Microsoft Copilot Studio, Power Automate, and AI-integrated Microsoft 365 services. • Evaluate, develop, and deploy AI-powered solutions that improve employee productivity and IT service delivery. • Partner with business stakeholders to identify opportunities for AI-driven improvements across the organization. • Promote adoption of Microsoft Copilot and other approved AI technologies through training, support, and best practices. Conference Room & Collaboration Technology Support • Support conference room technologies, including Microsoft Teams Rooms, video conferencing systems, audio/visual equipment, and digital collaboration tools. • Configure and troubleshoot meeting room hardware and software. • Ensure conference room systems are operational and available for business meetings. • Coordinate vendor support and equipment maintenance as necessary. Security & Compliance • Support implementation and enforcement of cybersecurity best practices. • Monitor and respond to security alerts and incidents. • Assist with patch management, vulnerability remediation, and endpoint security. • Ensure compliance with company policies and industry standards. • Promote security awareness throughout the organization. Required Qualifications • Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience. • 5+ years of experience in IT administration, desktop support, or systems administration. • 2+ years of experience configuring and implementing AI solutions across small and medium-sized companies. • Experience supporting Microsoft 365 environments. • Experience deploying and managing Windows laptops and mobile devices. • Working knowledge of Microsoft Intune, Entra ID, Exchange Online, and Microsoft Teams. • Experience supporting conference room and AV technologies. • Strong understanding of networking fundamentals and troubleshooting techniques. Technical Skills • Proficiency with operating systems and networks • Cloud computing skills • Familiarity with hardware and databases • Security protocols and cybersecurity best practices • Basic scripting and coding (PowerShell preferred) • Microsoft 365 administration • Microsoft Intune and endpoint management • Active Directory and Microsoft Entra ID • Microsoft Teams and Teams Rooms support • Hardware and software troubleshooting • Network troubleshooting and connectivity support • Generative AI platforms (Microsoft Copilot, ChatGPT, Claude) • AI agent development and workflow automation • Prompt engineering and AI-assisted productivity tools • Microsoft Copilot Studio and Power Platform automation Soft Skills • Excellent communication and interpersonal skills • Self-motivated and strong problem-solving abilities • Effective time management • Sound decision-making skills • Exceptional organizational skills • Leadership and team collaboration • Ability to work effectively under pressure • Customer service orientation • Strong attention to detail • Ability to prioritize multiple tasks and projects Preferred Qualifications • Microsoft Certified: Modern Desktop Administrator Associate • Microsoft 365 Certified: Administrator Expert • Microsoft Certified: Endpoint Administrator Associate • CompTIA A+, Network+, or Security+ • Experience with ITIL-based service management practices • Experience supporting hybrid cloud environments Success Factors The successful candidate will be proactive, customer-focused, technically strong, and committed to improving the end-user technology experience while maintaining a secure and reliable IT environment. Compensation Transparency is one of our values, and that includes how we pay. The anticipated salary range for this role is $125,000 to $155,000, plus bonus and equity. Where an offer lands within the range reflects the candidate's experience, skills, and internal equity - and we welcome open conversations about compensation from the first call, so there are no surprises at the offer stage. Actual compensation will be determined based on experience, qualifications, and location. In addition to base pay, this role is eligible for bonus and equity compensation. Base Pay Information $125,000-$155,000 USD