Technical Lead

Position Summary 

Centre Technologies is seeking an experienced Technical Lead to serve as the senior technical resource within our client-facing service delivery teams. 
 
As a Technical Lead, you will work closely with Service Delivery Managers, vCIOs, and technical consultants to resolve complex technical issues, provide strategic guidance, improve customer environments, and elevate the technical capabilities of the team. 
 
You will act as the technical expert for a portfolio of customers, developing a deep understanding of their environments and helping drive technology decisions that improve reliability, security, performance, and business outcomes. 
 
This role is ideal for a highly skilled engineer who enjoys solving complex technical challenges while influencing customer strategy and mentoring other technical professionals. 

Essential Duties and Responsibilities 

Technical Escalation Leadership 

• Serve as the highest-level technical escalation resource within assigned Client Services Team. 

• Troubleshoot and resolve complex infrastructure, cloud, networking, endpoint, and security issues. 

• Lead root cause analysis efforts for recurring or high-impact incidents. 

• Provide technical leadership during critical outages and service interruptions. 

• Communicate clearly and effectively with customers, internal stakeholders, and other service delivery teams throughout technical escalations. 

• Maintain ownership of escalated issues through resolution. 

Customer Environment Ownership 

• Develop and maintain deep technical knowledge of assigned customer environments. 

• Review ticket trends, recurring incidents, and operational risks to identify improvement opportunities. 

• Perform proactive assessments focused on security, stability, scalability, and operational maturity. 

• Ensure customer environments align with Centre standards and best practices. 

• Drive continuous improvement initiatives that reduce support volume and improve customer outcomes. 

Strategic Technology Guidance 

• Partner with vCIOs and Service Delivery Managers to provide technical insight during customer planning discussions. 

• Assist in the development of customer technology roadmaps and strategic recommendations. 

• Evaluate technical risks and assist in prioritizing remediation efforts. 

• Identify opportunities for modernization, automation, and operational improvement. 

• Provide technical consultation regarding cloud, security, infrastructure, and Microsoft technology investments. 

Team Development & Technical Influence 

• Mentor Tier 1 and Tier 2 consultants through technical coaching and guidance. 

• Assist with technical training and knowledge-sharing initiatives. 

• Review troubleshooting approaches and assist team members with challenging technical issues. 

• Promote technical excellence, accountability, and continuous learning. 

• Serve as a trusted technical resource for peers across the organization. 

Operational Excellence 

• Maintain accurate and thorough technical documentation. 

• Contribute to process improvements and service delivery initiatives. 

• Support change management and implementation planning. 

• Participate in escalation and after-hours support requests as required. 

Required Experience 

• 6+ years of progressive IT infrastructure or managed services experience. 

• Experience supporting multiple customer environments simultaneously. 

• Advanced troubleshooting experience across Microsoft, cloud, networking, and security platforms. 

• Strong customer-facing communication skills. 

• Proven ability to explain technical concepts to non-technical audiences. 

• Experience providing technical leadership without direct management responsibilities. 

Technical Expertise 

• Microsoft Technologies: Microsoft 365, Entra ID, Intune, Exchange Online, SharePoint Online, Teams, Active Directory, Group Policy, Windows Server. 

• Cloud & Virtualization: Microsoft Azure, Azure Virtual Machines & Virtual Desktops, Storage & Networking, Identity Management, VMware vSphere, Hyper-V. 

• Networking: TCP/IP, DNS, DHCP, VPN technologies, VLANs, routing and switching, wireless networking, firewall administration. 

• Security: Multi-Factor Authentication, Conditional Access, Endpoint Protection, Vulnerability Management, Identity Security, Incident Response, security best practices. 

• Backup & Recovery: Backup administration, disaster recovery planning, business continuity solutions, restore testing and validation.