Technical Lead (M365 Focus)

This is a remote position.**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***Job Title:Technical Lead (M365 Focus)Work Type:Remote/WFHFulltimeWorking Hours:8am-6pm ESTStart Date:ASAPJOB OVERVIEW: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.JOB ROLE & RESPONSIBILITIES:1. Technical Escalation & Expert TroubleshootingServe 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.2. Proactive Alert Monitoring & ResponseMonitor security alerts across monitoring platforms.Triage alerts based on severity, business impact, and SLAs.Perform advanced troubleshooting behind recurring alerts.3. Escalated Ticket OwnershipOwn and resolve Tier 3+ or escalated tickets from monitoring systems.Ensure escalated tickets contain complete documentation.Resolve issues within SLA expectations.4. Operational Coordination for Alerts & EscalationsCoordinate 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 shifts5. Technical Advisory & Best PracticesAdvise teams and clients on best practices.Collaborate on design and optimization initiatives.Stay current with industry trends to improve tools and standards.6. Alert‑Driven Process ImprovementAnalyze 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.7. Coaching & Knowledge TransferMentor 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.8. Other responsibilitiesBased on alert activity and volume, other responsibilities will be assignedProcess design and documentationFlexibility - a key to success for this roleJOB REQUIREMENTS:5+ yearsof 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.Relevant certifications (CompTIA, Microsoft, Cisco, ITIL, etc.) are desired.Previous experience and skills desired related to:Cisco networking hardwareFortinetThreat LockerMicrosoft SentinelHalo ITSMN-Able monitoringDeep knowledge of:Microsoft Entra ID (Azure AD)Conditional Access policiesMFA / SSPR authentication flowsCloud PC and Windows App access behaviorStrong ability to interpret:Sign-in logsToken issuance failuresSecurity alert contextOperational JudgmentExperience acting as a technicalAbility to make sound decisions under time pressureComfortable blocking changes that increase risk, even when resolution is urgentCommunicationClear, decisive communication in team chats, escalation threads, and verbal communicationsAbility to explain why a change is or is not appropriateConfident interacting with senior engineers and leadershipSuccess CriteriaRapid 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. Originally posted on Himalayas