• Lead day-to-day IT helpdesk operations and supervise support team performance • Manage and prioritize ticket queues to ensure timely resolution and SLA adherence • Serve as the escalation point for complex technical issues (Tier 2/3 support) • Coach, mentor, and develop helpdesk team members • Support hiring, onboarding, and training of new IT staff • Provide IT support for a fully remote workforce, including onboarding and offboarding • Troubleshoot issues across devices, networks, and SaaS applications • Administer and support core systems, including Google Workspace and other SaaS tools • Manage endpoint environments across Windows and macOS, including MDM platforms • Improve helpdesk workflows, automation, and overall operational efficiency • Maintain clear documentation and contribute to a scalable knowledge base • Deliver a high-quality support experience through clear communication and user-focused service

• Lead and direct complex, cross-functional technology projects ensuring familiarity with scope, objectives and technical dependencies. • Partner closely with the Technology team as the primary project driver while maintaining alignment with Business Transformation standards and governance practices • Establish and document clear roles and responsibilities for project team members across technology and business functions. • Develop and update project plans including tasks, milestones, responsibilities, dependencies, timeline, and status. • Communicate project plans to affected parties to ensure a common understanding, set proper expectations, and align technical and non-technical stakeholders. • Manage projects in Smartsheet, the Enterprise Project Management Software, ensuring consistent use of shared tools and templates across enterprise projects • Facilitate project meetings and create & publish all project and meeting materials, including technology summaries accessible to non-technical audiences. • Identify, capture and escalate any project issues, risks, actions, and blockers, including those with technical complexity or cross-functional impact. • Monitor project work and execute change control where necessary. • Manage project budget, including vendor and licensing costs, where applicable. • Develop and execute change management plans to support technology adoption across impacted teams and business units • Coordinate the integration of new technologies, platforms, systems into the Great Gray environment • Identify risk-related issues needing escalation to executive management. • Interact with employees at all levels of the organization as well as external technology vendors and partners involved in projects. • Manage changes to project scope and schedule. • Complete other related duties as assigned.

Role Description We're looking for an IT Specialist to own the Android tablet environment used by field teams across a fast-moving technology company. When a team member's device goes down, this role is the first line of defense. Speed, accountability, and clear communication are not optional here. You will own device configuration, enrollment, provisioning, and Tier 2 support for the full tablet fleet while working cross-functionally with IT, engineering, and operations. This role requires someone with hands-on MDM experience, a strong Android background, and the ability to translate complex technical issues for non-technical staff without losing precision. If you bring a no-task-too-small ownership mentality, respond fast when it matters, and take pride in keeping a device fleet running reliably at scale, this role is a strong fit. Qualifications - Hands-on experience managing Android devices in an enterprise or large-scale deployment environment - Solid general IT support background including help desk, troubleshooting, and user-facing support - Experience with mobile device management platforms with Samsung Knox or equivalent strongly preferred - Strong troubleshooting skills across mobile device systems, configurations, and connectivity - Comfort navigating production databases using SQL and running scripts via CLI to investigate issues - Ability to translate complex technical issues clearly for non-technical audiences - Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion - Strong written and verbal communication skills across both technical and non-technical audiences - No-task-too-small ownership mentality with fast issue resolution and strong follow-through - Highly organized and responsive with the ability to manage multiple open tasks simultaneously Requirements - Availability on Eastern Standard Time with a rotational weekend schedule - Direct ownership over a device platform that supports field operations at scale - Close collaboration with IT leadership, engineering, and operations from day one Benefits - You will be paid in USD (bi-monthly: every 15th and 30th) - Paid Time Off in accordance with company policy - Observance of Holidays per company guidelines - 100% remote setup so you can work wherever you're most productive What You'll Work On - General IT Support - Serve as the dedicated IT support resource for internal staff and field teams - Handle help desk requests including account access, software troubleshooting, connectivity issues, and hardware support - Triage and resolve internal IT tickets promptly, escalating to engineering when issues require deeper technical investigation - Maintain clear documentation of recurring issues and resolutions to reduce repeat requests - Onboard new team members from an IT perspective including account setup, device provisioning, and access management - Device Platform Management - Manage and maintain the Android tablet fleet and mobile device management platform including Samsung Knox or equivalent - Adjust device configurations as vendor platform capabilities evolve - Enable new functionality, security settings, and device policies across the full device fleet - Build and maintain device profiles that support field workflows - Establish and manage an incremental release process for device configuration updates - Device Provisioning and Enrollment - Manage device acquisition, onboarding, and deployment processes end to end - Configure and enroll new tablets into device management portals consistently before deployment - Ensure every device is properly configured before it reaches a field team member - Track device inventory and lifecycle status across the full fleet - Device Support - Provide Tier 2 support for device-related issues including complex configuration and connectivity problems - Troubleshoot and resolve issues quickly with a target resolution time under 30 minutes for critical issues - Document device management processes and troubleshooting procedures clearly enough for others to follow - Support the transition of Tier 1 device support responsibilities to other team members as the function scales - Platform Improvements - Identify opportunities to improve device reliability, performance, and usability across the fleet - Support rollout of new device capabilities and updates with minimal disruption to field teams - Work cross-functionally with IT, engineering, and operations to ensure the device environment keeps pace with operational needs - Action Item and Documentation Management - Track all active tasks, user requests, and engineering dependencies to ensure nothing falls through the cracks - Maintain and improve runbooks for triaging and troubleshooting as the company grows - Configure and enforce device policies, profiles, and security settings across the fleet - Keep documentation current and organized so the support process scales without knowledge bottlenecks Nice to Have - Experience supporting field teams or distributed workforces in operational environments - Background in a regulated or compliance-driven industry - Experience managing device provisioning and full lifecycle operations at scale - Familiarity with security frameworks or compliance requirements relevant to enterprise device environments How to Apply Please include: - Your updated resume - A short Loom video (1 to 2 minutes) walking through a device management environment you have owned, what MDM platform you used, and how you handled a complex device issue or fleet-wide configuration change Only candidates who submit a Loom video will be moved to the next step of the hiring process. Application Process Overview Our comprehensive selection process ensures we find the right fit for both you and our clients: - Initial Application - Submit your application and complete our prequalifying questions - Video Introduction - Record a video introduction to showcase your communication skills and work experience - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable) - Recruitment Interview - Initial screening with our talent team - Executive Interview - Meet with senior leadership to discuss role alignment - Client Interview - Final interview with the client team you'd be supporting - Background & Reference Check - Professional reference verification - Job Offer - Successful candidates receive a formal offer to join the team Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.

Role Description Reltio is seeking a hands-on Senior IT Endpoint Systems Engineer to join our fast-paced, service-oriented IT Enterprise Applications team. In this role, you will architect, secure, and optimize our globally distributed, remote-first endpoint ecosystem—encompassing Windows, macOS, iOS, and Android platforms. Serving as a senior technical lead, you will design and refine enterprise workstation standards for both Reltio and aligned SAP endpoint fleets. You will bridge the gap between strategic infrastructure planning and tactical execution, leveraging modern Unified Endpoint Management (UEM) tools and automation to deliver a frictionless, secure digital workplace experience. Job Duties and Responsibilities - Design, build, and maintain centralized endpoint management systems (Intune/Jamf). - Establish global workstation standards, configuration baselines, and performance optimizations across macOS and Windows fleets. - Manage the global hardware/endpoint software deployment lifecycle. - Drive zero-touch provisioning strategies (Windows Autopilot, Apple Business Manager) to streamline onboarding and offboarding for global employees and contractors. - Implement robust, automated application packaging, software distribution, and OS patch management strategies to maintain fleet consistency and system health. - Enforce industry-standard endpoint security baselines, device encryption, and vulnerability remediation in partnership with the Security Operations (SecOps) team. - Serve as an escalation point for complex endpoint, browser configuration, and integration issues. - Analyze root causes to propose proactive, long-term technical resolutions. - Partner with business stakeholders to align technology with corporate objectives. - Create and maintain comprehensive technical documentation, Standard Operating Procedures (SOPs), and compliance-related records for the endpoint ecosystem. Qualifications - Minimum of 3 years of experience in an IT technical role designing, implementing, and supporting enterprise endpoint applications and management solutions. - Bachelor’s degree (BS/BA) in Information Technology, Computer Science, or a related field OR equivalent practical industry experience. - Advanced technical engineering knowledge of Windows and macOS hardware and operating systems. - Demonstrated expertise using modern endpoint management tools, specifically Microsoft Intune and Jamf Pro. - Solid understanding of identity providers and SaaS platforms, including Okta, Microsoft Entra ID (Azure AD), Google Workspace, and Microsoft 365. - Hands-on experience deploying and managing Windows Terminal Server (WTS), Cloud PCs, or virtual desktop infrastructure (VDI). - A self-starter mindset with analytical problem-solving skills, good verbal/written communication, and the ability to maintain customer focus under tight deadlines. - Experience in managing business applications utilizing Azure Mobile Application Management (MAM). - Ability to manage and prioritize multiple business-critical projects, both within the team and in collaboration with cross-functional departments. - PowerShell scripting capabilities to automate tasks and configurations. - Hands-on experience automating manual tasks using APIs. - Familiarity with Agile frameworks and project tracking in Jira. Requirements - Experience integrating and managing enterprise security agents such as Microsoft Defender, SentinelOne, Cyberhaven, and Okta Verify. - Desktop Virtualization: Experience with Citrix environments. - Familiarity with Jira Service Management and Confluence for knowledge management. - Experience utilizing business systems for custom reporting or automated workflows. - Experience with desktop security initiatives. - Experience providing Tier 1/2 support. - Have a passion for automation, procedures, and documentation. - Experience with Bash or Python for macOS management is a plus. - Jamf 200 and Microsoft Intune (MD-102) certified. - Is a problem solver who is able to think on your own and develop quick, sound solutions to problems while demonstrating a sense of urgency. - Enthusiastic, organized, and adaptable; a quick learner, who can adopt new technology with ease. - Passionate about automation with a strong familiarity with AI tools including Claude Code, Codex, Rovo, and Copilot Studio. Benefits - Overall Market Range: $69,000 — $152,000 USD. - Flexible work arrangements to help our people manage their personal and professional lives. Company Description Reltio has earned numerous awards and industry and analyst recognition for our technology, our culture, and our people. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.