Senior Technical Leader for enterprise virtualization platform at ComPsych. Leading virtualization engineers, guiding design decisions, and managing infrastructure initiatives.
About the role
- Lead Service Delivery Engineer at K3 Technology optimizing support workflows and mentoring engineers. Focused on technical troubleshooting and incident management in complex environments.
Responsibilities
- 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
- 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
- Familiarity with ITIL principles and how to implement them
- Knowledge of process improvement, documentation, and automation practices
- Understanding of customer service best practices and conflict resolution
- Proficiency in technical documentation, SOP development, and tooling assessments
- Familiarity with products like 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
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
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