Tech Lead - IT Service Management 4C

Senior Infrastructure and End User Operations:

Own and independently resolve complex identity, endpoint, collaboration and enterprise application issues, with good hands-on exposure to Azure administration, while serving as the team SME for Microsoft Intune and PagerDuty. Maintain strong customer service, security controls and technical documentation.

Role Level:

Advanced L2/L3 / SME

Reporting To:

Infrastructure / EUC Operations Lead

Primary Platforms:

AD, Entra ID, M365, Intune, PagerDuty, Windows, Azure

Key Stakeholders:

Users, Security, Service Desk, App Teams

Provide senior-level operational support across Active Directory, Microsoft 365, Windows endpoints and enterprise applications, with practical hands-on exposure to Azure administration and Entra ID services. The engineer will take end-to-end ownership of difficult Tier 2/3 cases, act as the primary technical authority for Intune and PagerDuty, and build durable documentation that enables continuity of service in a distributed support model.

• Own complex incidents from initial engagement through diagnosis, stakeholder communication, remediation, validation and closure; manage multiple priorities without compromising customer experience.
• Administer Active Directory and Entra ID, including users, groups, OUs, GPO troubleshooting, authentication, MFA, synchronization, access lifecycle, security-group based permissions and hybrid identity integration with Azure.
• Support Microsoft 365 services including Exchange Online, Outlook, Teams, SharePoint Online, OneDrive, groups, shared mailboxes, licensing and collaboration-related access issues.
• Create and maintain SOPs, runbooks, architecture/operational notes, support knowledge articles, configuration standards, inventories, troubleshooting guides and handover documentation.
• Partner with Security, application owners, vendors and service teams; provide complete diagnostics and recommendations for high-complexity or business-impacting issues.

Specialist Capability Requirements:

Microsoft Intune and Endpoint Management | SME / Expert:

• Own Intune administration for Windows endpoints, including enrollment, compliance, configuration profiles, application deployment, update rings, endpoint security policies and troubleshooting.
• Investigate device registration, policy assignment, application installation, Autopilot, certificate, conditional access and endpoint compliance issues; drive root-cause resolution.
• Maintain endpoint management standards, deployment documentation, exception records and operational reporting.

PagerDuty Administration and Operations | SME / Expert:

• Administer services, escalation policies, schedules, on-call rotations, integrations, event routing, notification rules and user access.
• Troubleshoot alert delivery and integration failures; tune routing and escalation to reduce missed or noisy alerts and support reliable incident response.
• Maintain PagerDuty configuration, ownership maps, support procedures and audit-ready documentation.

End User Support and Customer Service | Expert:

• Provide Tier 2/3 support for Windows endpoints and enterprise applications, including internal employees and external consultants accessing client environments such as Epic and customer-specific applications.
• Troubleshoot complex hardware, software, networking, authentication, profile, application and endpoint issues independently.
• Explain technical issues and solutions clearly to technical and non-technical users while maintaining strong ownership and customer service.

Printer Administration and Vendor Management | Intermediate:

• Serve as primary technical contact for managed print services and coordinate replacements, repairs and escalations with COBB or the designated print vendor.
• Troubleshoot printer deployment, connectivity, drivers, queues, mappings and end-user printing; maintain inventory and lifecycle documentation.

File Services and Collaboration Administration | Intermediate:

• Create, modify and troubleshoot SMB file shares, NTFS permissions and Active Directory security groups; resolve user access and permission issues.
• Assist with migration of legacy shares to SharePoint Online, OneDrive or Azure Files; document share structures and recommend modernization improvements.
• Work with authorized US-based teams and Geo team data in accordance with access, privacy and security requirements.

Azure Administration and Cloud Operations | Working / Good Hands-on:

• Perform day-to-day Azure administration activities through the Azure Portal, including resource groups, subscriptions, virtual machines, storage accounts and basic network configuration.
• Support Microsoft Entra ID and hybrid identity operations, including user and group administration, role assignments, MFA, Conditional Access awareness, access reviews and troubleshooting of directory synchronization.
• Assist with Azure RBAC, resource access, monitoring and alerting, basic cost and utilization review, backup coordination and incident troubleshooting, escalating complex architecture or engineering matters to Azure specialists.
• Follow approved security, change and operational procedures and maintain accurate cloud configuration, support and troubleshooting documentation.

Privileged Access Management: Delinea Privilege Manager | Expert:

• Administer Delinea Privilege Manager, application control and application whitelisting policies.
• Review and troubleshoot privilege elevation requests with Security; implement least-privilege controls that support business operations.
• Resolve application compatibility issues caused by privilege restrictions and obtain required Security approvals for exceptions or changes.

Qualifications and Experience:

• Approximately good years of relevant infrastructure, endpoint and enterprise support experience, including advanced L2/L3 ownership of complex cases.
• Deep hands-on expertise in Active Directory, Entra ID, Microsoft 365, Windows endpoints and Intune; strong PagerDuty and Delinea administration capability, supported by good hands-on exposure to Azure administration.
• Working knowledge of PowerShell, Azure Portal, Azure Resource Groups, virtual machines, storage accounts, networking fundamentals, RBAC, monitoring, endpoint networking, authentication, application troubleshooting, SMB/NTFS permissions and cloud collaboration platforms.
• Exceptional written and verbal communication, customer service, prioritization, analytical troubleshooting and technical documentation skills.
• Microsoft Azure, endpoint, identity, M365, security or ITIL certificate.

Language:

English (Required), Advanced - C1

Required Skills:

Agile Methodology, Client Relations, Collaboration Tools, Design Thinking, Executive Presence, Incident Management, Inclusion, People Leadership, Personal Effectiveness, Risk Management, Storytelling