Tier 3 Engineer — Team Lead

Service Delivery Redlands, CA (Hybrid or In-Office) - Full-time

The Tier 3 Engineer
- Team Lead is responsible for leading the technical team in delivering high-quality managed services, projects, and automation initiatives. This hybrid leadership role combines deep technical expertise with team mentorship, policy enforcement, escalation oversight, and cross-functional communication. The Team Lead serves as the primary technical authority for Tier 1 and Tier 2 escalations, drives automation strategy, and ensures team adherence to standards and processes.

This can be a hybrid or in-office position. The successful candidate will have a passion for technology and automation, a natural ability to develop others, and the communication and planning skills to guide both people and projects from concept to completion.

• Serve as the primary escalation point for Tier 1, 2, and 3 technicians; triage escalated tickets, advise on next steps, and ensure timely resolution.
• Mentor and develop Tier 1 and Tier 2 team members through hands-on coaching, knowledge transfer, and structured training opportunities.
• Monitor ticket queues for SLA compliance, workload balance, and resolution quality; provide real-time guidance and corrections as needed.
• Enforce team policies, documentation standards, and operational procedures; ensure consistent adherence across all technicians.
• Review resolution notes, knowledge base articles, and SOPs created by team members for accuracy and completeness; provide feedback.
• Conduct regular one-on-one check-ins with technicians to assess skill development, identify gaps, and build individualized growth plans.
• Display exemplary leadership behavior; serve as a role model for professionalism, technical excellence, and customer service.
• Identify recurring issues or patterns across the team and drive root-cause resolution through documentation, training, or automation.
• Perform assessments of client networks; evaluate operating practices to determine if controls and security measures are adequate.
• Monitor and maintain performance and security of LANs, VPNs, and vLANs; oversee client servers, network infrastructure, peripheral devices, and workstations.
• Implement, maintain, and update cloud infrastructure including Entra , Intune, Azure, and related platforms.
• Implement disaster recovery systems and maintain procedures to ensure reliability of client data resources.
• Ensure daily time entry accounting for at least 8 hours in the form of Resolution Notes in Service Tickets; hold team members to the same standard.
• Monthly billing should be at least 85% or more of a typical month of approximately 160 available hours.
• Plan, coordinate, and deliver concurrent technology projects; serve as the technical lead and primary point of accountability for project outcomes.
• Mentor project team members, providing direction and guidance to meet objectives, quality standards, and client expectations.
• Develop project scope statements, define deliverables, and establish timed implementation plans in collaboration with the Project Manager.
• Track milestones, budgets, and scope; escalated risks or blockers with sufficient lead time for course correction.
• Ensure strict quality of all project deliverables through peer review, testing, and documentation.
• Manage client expectations proactively when targets require adjustment; communicate changes clearly and professionally.
• Participate in team meetings and project review sessions with effective, structured communication and proactive status reporting.
• Escalate unresolved technical or personnel issues to the Project Manager with recommended next steps.
• Recommend, schedule, and perform hardware and software improvements, upgrades, patches, and…