Technical Lead - Managed IT Services

Technical Lead - Managed IT Services

Department Managed IT Services Reports To Director - Managed IT Services

Role Purpose

Provide hands-on technical leadership for customer IT infrastructure environments. The role resolves complex infrastructure issues, guides L1/L2 engineers, ensures quality technical delivery, and supports customer deployments across servers, storage, virtualization, backup/DR, networking, and security infrastructure.

Key Responsibilities

Act as the senior technical escalation point for L2/L3 incidents, service requests, and infrastructure issues.

Provide hands-on troubleshooting and support for servers, storage, virtualization, backup, disaster recovery, firewalls, switches, routers, Wi-Fi, and endpoint infrastructure.

Lead installation, configuration, migration, upgrade, and troubleshooting activities at customer sites and remotely.

Support Windows Server, Active Directory, Microsoft 365, VMware/Hyper-V, backup solutions, and monitoring tools.

Review critical incidents, identify root causes, and drive permanent corrective and preventive actions.

Guide and mentor L1 and L2 engineers on troubleshooting methods, technical standards, and customer communication.

Conduct infrastructure health checks, backup-restore validation, patching reviews, capacity checks, and risk assessments for customer environments.

Participate in customer onboarding, site surveys, hardware refreshes, network rollouts, and infrastructure projects.

Maintain and improve customer technical documentation, network diagrams, asset records, configuration backups, and knowledge-base articles.

Required Experience and Skills

8-15 years of relevant hands-on IT infrastructure support, implementation, or managed-services experience.

Strong practical experience with Windows Server, Active Directory, DNS, DHCP, Group Policy, and Microsoft 365 administration.

Hands-on experience with VMware and/or Hyper-V, backup and restore, replication, and disaster-recovery practices.

Experience supporting server hardware, storage, RAID, NAS/SAN, firewalls, routing, switching, VLANs, VPNs, and wireless networks.

Customer-site hardware and network deployment experience is essential; willingness to travel for onsite work is mandatory.

Ability to lead complex technical investigations while communicating clearly with customers and internal stakeholders.

Prior experience in an MSP, system integrator, or customer-facing IT infrastructure environment is strongly preferred.

Preferred Certifications

CCNA or equivalent; Microsoft; VMware; Veeam; Fortinet, Sophos, Cisco, or similar security certifications; ITIL Foundation.

Behavioural Competencies

Strong technical ownership and problem-solving ability.

Calm, structured approach during critical incidents.

Customer-focused communication and professional conduct.

Ability to coach junior engineers and raise team capability.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.