Technical Lead; M365 Focus

Job Title:

Technical Lead (M365 Focus)

Work Type:
Remote/WFH

Working Hours:

8am-6pm EST

Start Date:

ASAP

The Technical Lead serves as a high‑tier technical resource within the Managed Services Service Desk team, providing expert‑level troubleshooting, advanced incident resolution, and guidance for complex technical challenges. This role acts as the primary escalation point for unresolved issues and ensures high‑quality service delivery, technical accuracy, and rapid restoration of service. This role reports to the Service Desk manager.

• Serve as the final escalation point for complex or high‑severity 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 real‑time support and guidance to Tier 1–3 analysts during high‑priority escalations.
• Perform deep‑dive technical analysis of recurring issues to identify patterns and implement permanent resolutions.

• Monitor security alerts across monitoring platforms.
• Triage alerts based on severity, business impact, and SLAs.
• Perform advanced troubleshooting behind recurring alerts.

• Own and resolve Tier 3+ or escalated tickets from monitoring systems.
• Ensure escalated tickets contain complete documentation.
• Resolve issues within SLA expectations.

• Coordinate with service desk leadership to optimize workload distribution.
• Communicate with clients and stakeholders during alert‑identified risks or degradation.
• Perform end of shift handoff of ongoing issues that will span across work shifts.

• Advise teams and clients on best practices.
• Collaborate on design and optimization initiatives.
• Stay current with industry trends to improve tools and standards.

• 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.

• Mentor analysts on advanced troubleshooting skills.
• Support onboarding of new employees.
• Lead workshops and post‑incident reviews.
• Timely and thorough documentation of critical/high severity escalations.

• Based on alert activity and volume, other responsibilities will be assigned.
• Process design and documentation.
• Flexibility - a key to success for this role.

• 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 problem‑solving and communication skills.
• Previous experience and skills desired related to:
  • Cisco networking hardware
  • Fortinet
  • Threat Locker
  • Microsoft Sentinel
• Deep knowledge of:
  • Conditional Access policies
  • Cloud PC and Windows App access behavior
• Strong ability to interpret:
  • Token issuance failures
  • Operational Judgment
  • 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.