Tech Lead - IT Service Management 4C

Tech Lead - IT Service Management

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Job Description

Advanced L2/L3 Active Directory, M365 & Endpoint Engineer

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 certifi