Enterprise Technical Team Lead

The Position:

Reporting to the Service Delivery Manager (SDM), the Enterprise Technical Team Lead will be expected to have technical expertise, along with some team management or leadership experience. Working closely with the Enterprise Account Manager and SDM, this individual will oversee how Managed Services are implemented and operationalized for successful service outcomes. You will also take on the role of coaching and mentoring technicians while providing technical support and guidance to the team in resolving complex technical issues.

You will be an escalation point for our service team members and a point of contact for our clients and vendors. The Enterprise Technical Team Lead is a senior, hands‑on technical lead within managed services, responsible for the day-to-day secure operation, support, and continuous improvement of client cloud and endpoint environments. This role combines advanced technical execution with leadership through direct involvement in incident response, escalations, change implementation, and ongoing managed service delivery across Azure, security tooling, and modern endpoint platforms.

In addition to designing and implementing cloud security and endpoint solutions, the Enterprise Technical Team Lead is personally accountable for troubleshooting complex issues, restoring service, maintaining system health, and ensuring work is completed accurately and within SLA. Acting as a top‑tier escalation point, this role works closely with service delivery leadership, technicians, and client stakeholders to resolve problems, prevent recurrence, and translate operational realities into practical improvements.

The position collaborates closely with Security/GRC, Modern Workplace, and Infrastructure teams to ensure solutions are not only well‑designed but are reliable in production.

This role remains directly involved in day‑to‑day service delivery, including incident response, escalation handling, troubleshooting, and change execution, ensuring solutions perform reliably in production environments.

• Operate and maintain client Azure environments on an ongoing basis, including monitoring, investigating, and resolving security alerts using Microsoft Sentinel and Microsoft Defender tools.
• Personally, take ownership of security incidents from detection through remediation and post‑incident review.
• Implement and support secure Azure solutions, including identity hardening (Azure AD), networking configurations, and security policies, ensuring configurations remain effective and compliant over time—not only at initial deployment.
• Maintain and update runbooks, alert response procedures, and configuration documentation based on real‑world incidents, audits, and operational findings.
• Review security posture metrics (e.g., Azure Secure Score, vulnerability findings) and apply corrective changes directly or coordinate execution with other technical teams. Communicate outcomes clearly to internal and client stakeholders.
• Own the implementation, operational health, and troubleshooting of endpoint management solutions, including Intune, Windows Autopilot, compliance policies, patching, and software deployment.
• Act as the primary escalation point for complex endpoint‑related incidents, including failed device deployments, policy conflicts, security compliance issues, and user‑impacting problems. Drive issues to resolution and ensure fixes are documented and repeatable.
• Oversee endpoint lifecycle processes such as onboarding/offboarding, device refreshes, and configuration standardization, ensuring changes are executed accurately and with minimal disruption to end users.
• Test Windows updates, Intune policy changes, and configuration adjustments in advance to reduce the risk of widespread service impact before production rollout.

• Actively participate in incident, request, and escalation queues, ensuring complex cloud or endpoint issues are prioritized, worked, and resolved within defined service expectations.
• Balance proactive improvement work with reactive support responsibilities, maintaining a…