**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***
Job Title: Technical Lead (M365 Focus)
Work Type:
Working Hours: 8am-6pm EST
Start Date: ASAP
JOB OVERVIEW:
The Technical Lead serves as a hightier technical resource within the Managed Services Service Desk team, providing expertlevel troubleshooting, advanced incident resolution, and guidance for complex technical challenges. This role acts as the primary escalation point for unresolved issues and ensures highquality service delivery, technical accuracy, and rapid restoration of service. This role reports to the Service Desk manager.
JOB ROLE & RESPONSIBILITIES:
1. Technical Escalation & Expert Troubleshooting
- Serve as the final escalation point for complex or highseverity technical issues requiring advanced troubleshooting expertise.
- Diagnose and resolve advanced issues across, networking, virtualization, and security platforms as well as Microsoft 365, Windows 11 and Windows Server operating systems.
- Provide realtime support and guidance to Tier 13 analysts during highpriority escalations.
- Perform deepdive technical analysis of recurring issues to identify patterns and implement permanent resolutions.
2. Proactive Alert Monitoring & Response
- Monitor security alerts across monitoring platforms.
- Triage alerts based on severity, business impact, and SLAs.
- Perform advanced troubleshooting behind recurring alerts.
3. Escalated Ticket Ownership
- Own and resolve Tier 3+ or escalated tickets from monitoring systems.
- Ensure escalated tickets contain complete documentation.
- Resolve issues within SLA expectations.
4. Operational Coordination for Alerts & Escalations
- Coordinate with service desk leadership to optimize workload distribution.
- Communicate with clients and stakeholders during alertidentified risks or degradation.
- Perform end of shift handoff of ongoing issues that will span across work shifts
5. Technical Advisory & Best Practices
- Advise teams and clients on best practices.
- Collaborate on design and optimization initiatives.
- Stay current with industry trends to improve tools and standards.
6. AlertDriven Process Improvement
- Analyze alert patterns to identify systemic issues.
- Improve workflows and monitoring logic.
- Tune monitoring platforms to minimize noise and omit unimportant alerts.
- Maintain updated documentation for runbooks and procedures.
7. Coaching & Knowledge Transfer
- Mentor analysts on advanced troubleshooting skills.
- Support onboarding of new employees.
- Lead workshops and postincident reviews.
- Timely and thorough documentation of critical/high severity escalations.
8. Other responsibilities
- Based on alert activity and volume, other responsibilities will be assigned
- Process design and documentation
- Flexibility - a key to success for this role
JOB REQUIREMENTS:
- 5+ years of experience in IT support, systems administration, engineering, or security.
- Deep technical expertise across Microsoft 365, Windows Server, networking, virtualization, and cybersecurity.
- Strong problemsolving and communication skills.
- Relevant certifications (CompTIA, Microsoft, Cisco, ITIL, etc.) are desired.
- Previous experience and skills desired related to:
Cisco networking hardware
Fortinet
Threat Locker
Microsoft Sentinel
Halo ITSM
N-Able monitoring
Microsoft Entra ID (Azure AD)
Conditional Access policies
MFA / SSPR authentication flows
Cloud PC and Windows App access behavior
- Strong ability to interpret:
Sign-in logs
Token issuance failures
Security alert context
Experience acting as a technical
Ability to make sound decisions under time pressure
Comfortable blocking changes that increase risk, even when resolution is urgent
Clear, decisive communication in team chats, escalation threads, and verbal communications
Ability to explain why a change is or is not appropriate
Confident interacting with senior engineers and leadership
Rapid and accurate resolution of assigned issues.
Mentoring other analysts and growing their technical capability.
High service quality and reduced repeat issues.
Improved support effectiveness and documentation completeness.
