Senior Technical Lead

Overview

JOB SUMMARY:

The Senior Technical Lead serves as a senior technical authority and strategic advisor, owning the most complex client environments while driving consistency, quality, and innovation across service delivery. This role extends beyond individual client ownership to include mentoring Technical Leads, contributing to internal initiatives, and shaping best practices across the organization. The Senior Technical Lead ensures alignment between technology and business objectives, elevating both client outcomes and internal team capability with deep expertise in Microsoft 365 and Azure environments.

• Own and lead assigned client IT environments, with responsibility for the most complex, high‑impact accounts, ensuring performance, scalability, and alignment with business objectives.
• Serve as the primary technical authority for assigned clients, building trusted relationships with stakeholders and advising on complex technical and strategic decisions.
• Act as a senior escalation point across client environments, resolving the most challenging infrastructure, cloud, and network issues.
• Lead the design, architecture, and implementation of advanced solutions, particularly within Microsoft 365 and Azure environments.
• Lead practical AI enablement efforts for clients, helping identify use cases, guide adoption, and distinguish between out‑of‑the‑box AI capabilities and custom AI solution opportunities.
• Provide technical leadership and guidance to Technical Leads, supporting solution design, troubleshooting, and overall service delivery quality.
• Establish and promote technical standards and best practices across assigned clients, while influencing consistency across the broader client base.
• Drive proactive strategy within assigned accounts, identifying risks, trends, and opportunities to improve performance and long‑term outcomes.
• Lead and contribute to cross‑client or internal technical initiatives, supporting the evolution of services, tools, and delivery processes.
• Partner with leadership to align technical execution with business priorities and drive continuous improvement across service delivery.
• Identify and address systemic issues across multiple environments, driving improvements beyond individual client scope.
• Contribute to internal initiatives such as process improvements, service development, or operational enhancements.
• Build and maintain strong relationships with key client stakeholders, reinforcing confidence in both individual performance and the broader team’s capabilities.
• Leverage core operational platforms (e.g., Connect Wise, IT Glue, Kaseya) to drive effective service delivery, documentation quality, and reporting across assigned clients.

• Advanced ability to design, architect, and support complex IT environments across cloud, on‑premises, and hybrid infrastructures.
• Deep hands‑on expertise in Microsoft 365 and Azure, including identity (Entra ), endpoint management (Intune), collaboration platforms, security, and cloud infrastructure at scale.
• Strong working knowledge of practical AI productivity tools and workflows, including prompt development, ChatGPT Projects, custom GPTs or Skills, Microsoft 365 Copilot capabilities, and AI‑assisted productivity tools such as Claude for Excel.
• Ability to guide clients from limited AI familiarity to practical adoption, including teaching effective prompting, identifying realistic business use cases, and helping teams apply AI safely and productively in day‑to‑day work.
• Ability to assess when a client need can be addressed through existing AI tools versus when it should be escalated for custom AI solution design or development.
• Strong understanding of Microsoft 365 AI capabilities, including Copilot‑based research and productivity features, and how they can be applied in client environments.
• Ability to independently own high‑impact client environments, projects, and technical escalations with minimal oversight.
• Ability to identify and address systemic issues across multiple environments, driving improvements beyond individual client scope.
• Manage competing priorities across multiple client environments while…