Description
We are seeking an experienced Hosting Team Lead to oversee our L3 support team, combining team management and operational leadership within the ITIL support process with hands-on technical responsibilities. This role focuses on day-to-day team management, customer communication, and assessing infrastructure changes from an operations perspective, with a strong emphasis on Microsoft Azure infrastructure expertise.
Responsibilities
•Manage the day-to-day operations of the Hosting Team, including task assignment, workload monitoring, and delivery oversight
•Onboard new team members and support their integration into the team's processes and tools
•Lead an L3 support team providing advanced technical support and handling escalations across cloud and on-premises infrastructure
•Oversee support for Microsoft Azure infrastructure and services as a key focus area
•Coordinate customer communication and ensure timely resolution of escalated incidents
•Assess infrastructure changes from an operations perspective and provide technical guidance
•Supervise support delivery across Windows Server administration, core infrastructure services (AD, CA, DNS), and Microsoft 365 services (Exchange, Teams, SharePoint)
•Ensure proper handling of virtualization platforms, hyperconverged infrastructure, and VDI environments (Citrix, AVD)
•Maintain alignment with ITIL processes and manage activities through ITSM tools such as ServiceNow
•Drive continuous improvement in automation, troubleshooting, configuration, and maintenance practices across the team
Requirements
•5+ years of experience in infrastructure and operations roles, with prior experience leading technical support teams
•Expertise in Microsoft Azure infrastructure and services
•Proficiency in Windows Server administration, including performance monitoring, automation, and troubleshooting
•Background in systems engineering and Microsoft 365 services (Exchange, Teams, SharePoint)
•Knowledge of core infrastructure services such as AD, CA, and DNS, as well as DHCP, DFS, and KMS
•Familiarity with the Microsoft management stack (SCCM, SCVMM, SCOM) and SCDPM
•Competency in database support for Oracle and Microsoft SQL
•Understanding of backup, storage, and file and print services (Panzura)
•Skills in virtualization platforms and hyperconverged infrastructure (HCI), including Cisco HyperFlex
•Capability to support VDI technologies (Citrix, AVD), OS image creation, and hardening
•Qualifications in networking, VLANs, and firewalls
•Experience working within ITIL processes and ITSM tools such as ServiceNow
•English proficiency at an Upper-Intermediate level (B2) or higher
Nice to have
•Hands-on expertise with Microsoft Hyper-V
•Familiarity with Microsoft Endpoint Configuration Manager
•Proficiency in Office 365 administration
•Knowledge of storage systems
•Background in Windows Server 2019
Conditions
No conditions specified in the posting.
