Mosaic | IT Infrastructure Lead

Mosaic Service Partners•Washington, DC

4d•$100,000 - $120,000•Hybrid

About The Position

The IT Infrastructure Lead will serve as Mosaic's primary liaison to our managed service provider (MSP/MSSP), owning the day-to-day coordination that keeps IT support, security, and employee technology running smoothly across HQ and our partner companies. This role will lead core workflows like onboarding/offboarding, endpoint and device lifecycle management (procurement, provisioning, warranty/repairs), and consistent IT service delivery—while also bringing a scalable, improvement-minded approach beyond ticket closing. You'll be a highly visible partner to internal teams and local operators, helping standardize foundational IT processes and strengthen the end-user experience as Mosaic continues to grow through acquisition.

Requirements

MSP / Helpdesk Partnership: Proven experience owning the day-to-day relationship with a Managed Service Provider (and ideally an MSSP), translating business needs into clear priorities and holding partners accountable to SLAs and outcomes.
Onboarding & Offboarding Ownership: Skilled at running end-to-end employee onboarding/offboarding (accounts, devices, access, permissions) to deliver a smooth, secure first-week experience.
Endpoint & Asset Management: Experience standardizing laptop/endpoint procurement, inventory, warranty/repair workflows, and device lifecycle management across a growing organization.
Security-Minded Operator: Comfortable coordinating security basics (access controls, endpoint security, phishing/cyber hygiene, incident escalation) and partnering with security vendors without needing to be a dedicated security engineer.
HQ & Field Support: Able to provide hands-on support for the HQ team (including AV/office tech) and travel to partner locations to fill gaps where local IT coverage is limited.
Web/Domain Fundamentals: Working knowledge of core web infrastructure needs (domains/DNS, website administration basics, vendor coordination) to support business and marketing requests.
Customer-Service DNA: Strong communicator who can represent Mosaic professionally, build trust quickly with non-technical stakeholders, and keep issues moving without creating friction.
Structured, Scalable Thinker: Builds simple, repeatable processes and documentation to improve IT operations as Mosaic scales.

Responsibilities

Serve as Mosaic's primary liaison to our Managed Service Provider (MSP) / security support partner (Cloud IT), driving day-to-day IT support and ensuring high-quality service beyond ticket resolution.
Own and continuously improve employee onboarding and offboarding workflows (accounts, access, devices, and coordination with stakeholders) to deliver a smooth, consistent new-hire experience.
Manage endpoint and device operations, including provisioning, inventory, troubleshooting, warranty/repair coordination, and helping centralize purchasing for better consistency and scalability.
Support IT security and infrastructure needs in partnership with the MSSP/MSP, including access controls, security-related requests, and coordination of remediation efforts.
Provide hands-on, on-site support for HQ as needed (including coordinating office A/V and conference room reliability) and help ensure core workplace technology "just works."
Travel to operating companies/brand partners to support locations that lack dedicated IT resources, troubleshoot issues, and reinforce standard processes.
Establish and document scalable, repeatable IT infrastructure playbooks (e.g., onboarding standards, device management, vendor workflows) that can be reused as Mosaic grows.
Support technical aspects of website and domain administration (e.g., domain/DNS, hosting/vendor coordination) and collaborate with internal teams to enable business needs.