Technical Team Lead

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. 

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. 

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. 

The Tech Team Lead is responsible for the oversight and day-to-day supervision of the Technical Operations team. This role will focus on daily ticket coordination and delegation, monitoring and evaluating staff progress, assist with coaching and training of the administrators, working with engineering on technical support efficiencies and ensuring overall client satisfaction. The Team Lead will report directly to the Technical Operations Manager.

Responsibilities

• Provides technical leadership to TechOps Administrators for a variety of complex infrastructure platform issues, not limited to:
• Manages ticket queues to ensure that tickets are delegated to available NOC team members and actively tracks ticket backlogs to ensure tickets are escalated if they cannot be resolved at the NOC level
• Collaborates with engineering to design and implement automation that will increase technical efficiencies
• Collaborates with customers and the MS onboarding engineer during new customer discovery and KT onboarding sessions
• May assist with incident ticket or service requests during high volume or HSA customer situations
• Write and improve workflows, scripts, runbooks, and product solutions
• Assist with hardware and software vendor evaluation and recommendations
• Mentor and cross train TechOps Administrators on existing technologies
• Ensure that all Service Now incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA)
• Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
• At least five years of engineer or senior infrastructure administration experience
• Proficient experience in multiple technologies, including any of the following:
• O365 Admin
• Linux/Unix Server administration
• Backup administration
• Basic knowledge of storage systems (EMC, IBM, Hitachi, etc.)
• Clustering solutions: Citrix, VMware, etc.
•  Execute basic queries and administrative tasks for MS SQL, helpful
• Experience working with an ITIL based ticketing system tool – Service Now helpful
• Leadership skills — the ability to take command in a high-stress situation
• Problem-solving skills
• The ability to make quick, confident decisions
• Possess strong verbal and written communication skills; be adept at communicating with all levels of technical and non-technical people
• Ability to understand the Customer’s business objectives

Qualification

• Three of the following certifications is required:
• Microsoft Certified IT Professional (MCITP)
• Microsoft Certified Professional (MCP)
• Microsoft 365 Certified Messaging Admin Associate
• Azure Fundamentals
• Red Hat Certified System Administrator (RHCSA)
• Linux Certified Administrator (LCA)
• Fortinet NSE4
• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP)
• AWS Cloud Practitioner

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include: 

- Medical, Dental, and Vision Insurance 

- 401(k) 

- Paid company holidays 

- Paid time off 

- Paid parental and caregiver leave 

- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.