Lead Service Delivery Engineer

Role Overview

• Own and resolve complex support tickets as part of your daily work alongside the engineering team
• Take ownership of high-impact, high-urgency escalations that lack a clear path to resolution
• Provide mentorship and technical guidance to engineers across the service delivery team
• Identify recurring incidents and support trends; recommend solutions through better documentation, automation, or platform changes
• Partner with the Support Manager to optimize workflows and implement more efficient, scalable service delivery processes
• Lead problem management initiatives by identifying root causes and contributing to long-term fixes for widespread issues
• Act as a key stakeholder during security incidents, working with internal engineers and external partners to investigate, remediate, and communicate effectively with clients
• Take the lead on defining and implementing technical standards and continuous improvement efforts across our service delivery operations, ensuring our engineering team is operating at its best
• Participate in post-incident reviews, coaching engineers and identifying opportunities to improve tooling and knowledge base resources
• Provide input into service delivery KPIs, help improve resolution time, response time, and customer satisfaction

Requirements

• Deep hands-on experience with Microsoft Azure, Microsoft 365, Windows Server, and networking
• A security-first mindset with comfort participating in incident response activities
• Excellent troubleshooting instincts and comfort owning issues from investigation through to resolution
• A proactive, systems-thinker mentality that seeks to solve root causes—not just symptoms
• Confidence coaching and mentoring others without micromanaging or taking over
• An ability to communicate clearly with both technical engineers and non-technical business stakeholders
• Experience translating complex problems into clear, actionable technical or strategic guidance
• Familiar and comfortable with ITIL principles and how to implement them
• Process improvement, documentation, and automation practices
• Customer service best practices and conflict resolution
• Technical documentation, SOP development, and tooling assessments
• Familiar with IT Glue, PSA systems (HaloPSA, Connectwise Manage, Autotask, etc.)
• MS Windows, MS Windows Server, MacOS, Jamf Ninja RMM, Connectwise Control, Meraki, Sonicwall
• Microsoft Azure, Microsoft 365, Intune and AutoPilot
• Huntress, ProofPoint Essentials, Mimecast, Avanan, SentinelOne EDR
• MS Teams, MS Office Products
• Ubiquiti, VMWare, Veeam, Powershell and scripting, Synology
• Microsoft AZ-104 and AZ-140 certifications are required. If not held at time of hire or promotion, you’ll be expected to earn them within 6 months
• Additional certifications in Microsoft 365, Networking, or Security are a plus
• ITIL Foundations or equivalent service management experience preferred
• Relevant experience with security incident management and problem management

Tech Stack

• Azure
• Jamf
• MacOS
• VMware

Benefits

• 401k with match
• Flexible PTO
• Work from Home when possible, with remote work stipend
• Paid training and certification, and other educational opportunities
• Paid holidays
• Dog-friendly workspace
• Commuter Benefits
• Insurance benefits