Technical Lead

The Technical Lead is responsible for providing technical leadership, governance, and operational oversight across a dedicated customer technology estate. Acting as the primary technical authority for the customer environment, the role ensures the stability, performance, security, and continual improvement of the supported infrastructure and services.The Technical Lead serves as the highest technical escalation point for the Service Desk and operational support teams, providing hands-on technical expertise across Microsoft technologies, infrastructure platforms, networking, and end-user computing services. The role is accountable for technical governance, solution review, problem investigation, change assessment, and the identification of opportunities to improve service quality and operational resilience. Working closely with Service Delivery, operational teams, and third-party suppliers, the Technical Lead ensures technical standards are maintained, risks are effectively managed, and customer services remain aligned to operational and business requirements.

Key Responsibilities:

• Act as the technical owner for the customer technology estate.
• Maintain oversight of the supported infrastructure, platforms, systems, and operational services.
• Ensure technical standards, best practices, and operational procedures are consistently followed.
• Review technical implementations and provide guidance to support teams where required.
• Identify technical risks, service vulnerabilities, and improvement opportunities.
• Act as the highest technical escalation point for Service Desk and operational support teams.
• Provide hands-on support for complex technical incidents and service issues.
• Support the diagnosis and resolution of infrastructure, networking, and Microsoft technology-related problems.
• Assist with technical investigations involving recurring issues, service degradation, or operational risks.
• Provide technical guidance and knowledge transfer to support teams.
• Provide technical leadership during major incidents and service-impacting events.
• Support technical investigation activities during Priority 1 and Priority 2 incidents.
• Participate in Root Cause Analysis reviews and ensure technical findings are accurately documented.
• Identify recurring issues and contribute to Problem Management activities.
• Recommend corrective and preventative actions to improve service stability and resilience.
• Review and assess technical changes for risk, impact, implementation approach, and rollback planning.
• Support Change Advisory Board activities where required.
• Provide technical approval and assurance for infrastructure and platform-related changes.
• Ensure technical changes align with customer standards and operational requirements.
• Review technical documentation associated with change implementations.
• Maintain technical oversight across Microsoft and infrastructure technologies including: Microsoft 365, Power BI, Windows Server, Active Directory, Microsoft Teams, SharePoint, Networking Infrastructure, Server Infrastructure, End User Computing Platforms, Support capacity planning, lifecycle planning, and technology health reviews.
• Monitor technical trends, risks, and opportunities affecting the customer estate.
• Support platform optimisation and service improvement initiatives.
• Identify opportunities to improve service performance, stability, security, and operational efficiency.
• Contribute to technical roadmaps and future-state planning activities.
• Support continual service improvement initiatives aligned to customer objectives.
• Recommend technical enhancements, process improvements, and operational efficiencies.
• Assist in the evaluation of new technologies and technical solutions where required.
• Maintain technical documentation, standards, operational procedures, and knowledge articles, Ensure technical documentation remains accurate and up to date, Support knowledge sharing across Service Desk and operational support teams, Promote technical best practices and operational consistency.

• Proven experience in a Technical Lead, Senior Infrastructure Engineer, Senior Systems Engineer, or similar technical role within an IT services or managed services environment.
• Strong hands-on experience supporting Microsoft technologies including Microsoft 365, Windows Server, Active Directory, Teams, SharePoint, and Power BI.
• Strong knowledge of infrastructure technologies, including server platforms, networking, and end-user computing environments.
• Experience acting as a technical escalation point for operational support teams.
• Experience supporting major incidents, problem management activities, and root cause investigations.
• Strong understanding of Change Management principles and technical governance processes.
• Experience reviewing technical solutions, implementations, and operational procedures.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication skills.
• Ability to operate effectively within a fast-paced operational environment.