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 50000 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.

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.

• 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 $120000 - $155000. 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.

What We Do

CAIS is the leading alternative investment platform for independent financial advisors. The CAIS platform powers the pre-trade trade and post-trade lifecycle of alternative investments providing financial advisors and alternative asset managers a single operating system for scale and efficiency. CAIS serves over 2000 wealth management firms that support more than 50000 financial advisors who oversee approximately $6 trillion in end-client assets. Founded in 2009 CAIS is headquartered in New York City with offices in Austin and London. CAIS continues to be recognized for its innovation and leadership including awards for Alternative Investment Firm of the Year by Wealth Solutions Report WealthTech100 List by Fintech Global Great Places to Work by Fortune Best RIA Platform by SPi Best Alternative Investments Solution by Finovate and many others. For more information about CAIS please visit www.caisgroup.com.

Why Work With Us

As CAIS continues to grow and develop award-winning technology we need true agents of change to join our growing team. CAIS has opportunities for every skillset—from interns to directors. If you’re looking for a transformative welcoming culture in which personal success is supported consider joining our team.

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