Description
You’re already the person your team turns to when the toughest issues land. Now it’s time to lead the desk, develop the team, and help fix what keeps breaking.
Weidenhammer is looking for an IT Operations Technical Lead to lead our Cloud & Infrastructure Service Desk while staying hands-on as the senior escalation point across Microsoft 365, Azure, Entra ID, Windows Server, virtualization, networking, backup and disaster recovery, and security.
You’ll coach and develop service desk analysts and engineers, lead the response when major incidents occur, and drive problem management to eliminate recurring issues at the root. Just as importantly, you’ll help shape how we use smarter monitoring, automation, and AI-assisted tools to continually improve the way we deliver managed services to our clients.
Have ideas for making operations better? Good. We want them. This is an opportunity to do more than resolve the next ticket. You’ll have the ability to improve processes, strengthen the team, and help build a more proactive and efficient service environment.
Why Weidenhammer?
For nearly 50 years, Weidenhammer has helped middle-market organizations modernize technology, strengthen cybersecurity, and put data and AI to work. We’re a senior-led, outcome-driven Microsoft partner with 100+ professionals delivering managed services, cloud, and hosting solutions from our data center footprint in Collegeville, PA, backed by a disaster recovery site in Chandler, AZ.
Our technical leads get real responsibility, broad technology exposure, and the opportunity to make an impact. We believe in solving problems the right way, investing in better tools and automation, and creating an environment where people learn from one another and grow. Some of our best professionals started on the service desk and continued building their careers from there.
We also offer a competitive benefits package that includes medical, dental, and vision insurance, a 401(k), paid time off, paid parental leave, training and development opportunities, paid volunteer time, wellness programs, and hybrid flexibility.
Ready to stop just solving the toughest problems and start leading the way forward?
Requirements
The IT Operations Technical Manager leads the Cloud and Infrastructure Service Desk and serves as the senior hands-on technical escalation point for the operations team supporting Weidenhammer clients. The role combines advanced troubleshooting, technical mentoring, platform administration, documentation, and service improvement across client infrastructure, cloud, identity, endpoint, network, backup, monitoring, and security technologies. Working closely with the Cloud and Infrastructure team, the Manager may be assigned to do complete any of the following: support, mentor, and manage service desk team members, diagnose complex problems, coordinate technical responses during high-impact incidents, validate changes, strengthen monitoring and automation, and ensure new solutions are secure, supportable, and well documented before they enter ongoing support.
Essential Functions
- Manage the Cloud and Infrastructure Service Desk and serve as the senior technical escalation resource for complex incidents and service requests across Microsoft 365, Azure, Windows Server, virtualization, networking, identity, endpoint management, backup, recovery, monitoring, and security operations.
- Lead structured troubleshooting and root-cause analysis, using logs, telemetry, configuration data, monitoring platforms, and vendor resources to isolate issues and restore service.
- Provide hands-on technical guidance and coaching to Service Desk Analysts, System Administrators, and Engineers; review troubleshooting approaches, recommend next steps, and strengthen team capability.
- Coordinate the technical response during major incidents, including triage, workstream assignment, vendor escalation, recovery validation, technical updates, and post-incident corrective actions.
- Administer, configure, and improve the platforms used to monitor, manage, secure, document, and support client environments within approved access and change-control practices.
- Develop and maintain technical standards, configuration baselines, build documentation, runbooks, knowledge articles, diagrams, and escalation procedures, along with accurate configuration, asset, licensing, and subscription records in approved service-management and documentation platforms.
- Review monitoring coverage, alert quality, thresholds, and response procedures to reduce noise and improve early detection of client-impacting conditions.
- Lead problem management for recurring or high-impact issues, analyzing incident trends, alert patterns, capacity concerns, and platform health data, and implement durable corrective actions (standardized configurations, automation, tool consolidation, documentation, or architectural recommendations) prioritized by risk and client impact.
- Perform and validate complex changes, maintenance activities, upgrades, migrations, and remediation work, including risk assessment, testing, communication, and rollback planning.
- Partner with security teams to operationalize identity protection, endpoint security, patching, vulnerability remediation, privileged-access controls, backup and recovery, certificate and lifecycle management, logging, incident response, and evidence requirements across managed environments.
- Use scripting, workflow automation, APIs, and AI-assisted tools to improve troubleshooting, reporting, configuration consistency, documentation, and repetitive operational work, with appropriate review and governance.
- Participate in solution reviews and project handoffs and provide technical oversight for transitioning new and changed services into support, identifying supportability concerns, technical debt, and security risks, and validating documentation, monitoring, access, security controls, backup, support ownership, and operational readiness before acceptance.
- Explain technical conditions, business impact, risks, and recommend next steps in clear language to clients and internal stakeholders, and coordinate with technology vendors and partners, carriers, and third-party support organizations to resolve product defects, service issues, licensing concerns, and complex escalations.
- Maintain deep working knowledge of the managed-services technology portfolio and pursue role-aligned learning and certifications that support client and service needs.
- Contribute technical input to client onboarding, assessments, service reviews, proposals, and scope validation when operational expertise is required.
- Assist with after-hours maintenance and participate in the technical escalation rotation for critical client issues as required.
- Promote disciplined use of incident, request, problem, change, configuration, knowledge, and continual-improvement practices across the team.
Competencies
- Practical knowledge of IT service management, including incident, major incident, problem, change, request, configuration, knowledge, and continual-improvement practices and the technical evidence required to support them.
- Advanced hands-on troubleshooting experience across Microsoft 365, Azure, Windows Server, Active Directory and Entra ID, virtualization, networking, endpoint management, backup and recovery, monitoring, and security technologies, including diagnosing complex, multi-layer issues using logs, packet and performance data, telemetry, and configuration analysis.
- Experience administering remote monitoring and management, IT service-management, documentation, endpoint, identity, backup, security, and observability platforms in an MSP or multi-client environment.
- Working knowledge of PowerShell or comparable scripting, workflow automation, APIs, and AI-assisted technical tools, with appropriate testing, security, and human review.
- Strong understanding of identity, least privilege, endpoint protection, vulnerability remediation, logging, backup, recovery, network security, and secure configuration principles.
- Ability to translate technical findings into clear business impact, risk, recovery options, and recommendations for clients and leadership.
- Demonstrated judgment during major incidents, production changes, competing priorities, and high-pressure client escalations.
- Strong technical writing skills, including runbooks, diagrams, build standards, knowledge articles, and post-incident documentation.
- Ability to lead, mentor, and develop technical professionals, coordinate work across teams, and raise technical quality.
- Highly organized, self-directed, and accountable, with disciplined change control, validation, and follow-through.
- Project awareness sufficient to manage technical dependencies, risks, testing, cutover activities, operational acceptance, and stakeholder communication.
What Success Looks Like
- Team members have clear expectations, regular coaching, development plans, and appropriate coverage, and receive practical technical guidance that improves first-contact resolution, escalation quality, and confidence handling increasingly complex work.
- Recurring issues, manual effort, and avoidable client disruption are measurably reduced through problem management, root-cause analysis, permanent corrective actions, technical standards, automation, and knowledge reuse.
- Client environments have current monitoring, meaningful alerts, accurate documentation and runbooks, supportable configurations, and clearly defined escalation paths that are consistently followed.
- Complex and major incidents are coordinated with urgency and clear ownership, stakeholders receive timely communication, recovery is validated, timelines are documented, and corrective actions are completed.
- Changes, maintenance activities, and remediation work are well planned, tested, documented, communicated, validated, and supported by workable rollback plans.
- New and changed services enter operations with validated monitoring, access, security, backup, documentation, support ownership, and operational acceptance criteria.
- Security and resilience controls, including identity, endpoint protection, patching, vulnerability remediation, backup, recovery, logging, privileged access, and change control, are consistently operationalized and evidenced.
- Clients experience reliable, responsive, and consistent managed services that meet contractual commitments and internal service objectives, supporting client retention, service scalability, operational efficiency, and financial performance.
- Service desk and infrastructure operations maintain healthy queues, controlled backlog aging, clear ownership, and timely escalation of risks and client-impacting issues.
Supervisor Responsibility
YES - Team members may include Service Desk Analysts, Lead Service Desk Analysts, System Administrators, and other operations or consulting professionals assigned to the function.
Work Environment
This role operates in a hybrid professional work environment and routinely uses computers, collaboration platforms, service-management systems, monitoring and management tools, and standard office equipment. Work may be performed remotely, at a Weidenhammer office, in a data center, or at a client location based on operational needs.
Physical Demands
The physical demands described here are representative of those required to perform the essential functions of the role, with reasonable accommodation available as required by applicable law. The role regularly requires communication and computer use and may occasionally require standing, walking, reaching, lifting or moving equipment, and working in data center or client environments.
Position Type / Expected Hours of Work
Full-time, at least 40 hours per week, generally during standard business hours. Flexibility is required for client needs, planned maintenance, major incidents, and after-hours escalation. This position may participate in or manage an on-call and escalation rotation. Work location may be hybrid, with remote, office, data center, and client-site responsibilities based on business needs.
Travel
Occasional travel may be required to Weidenhammer offices, data center facilities, client locations, and partner or industry events.
Required Education and Experience
- Bachelor's degree in information technology, computer science, cybersecurity, engineering, or a related discipline, or an equivalent combination of technical certifications and relevant hands-on experience.
- Minimum of 6 years of progressive hands-on experience in technical support, systems administration, cloud, network, infrastructure, security operations, or managed services, including experience as a senior escalation resource or technical lead.
- Experience in an MSP or multi-client environment is preferred. Relevant certifications may include Microsoft role-based Azure or Microsoft 365 certifications, CompTIA Network+ or Security+, Cisco certifications, VMware or virtualization credentials, ITIL 4 Foundation, or comparable vendor and service-management certifications.
Work Authorization / Security Clearance (if applicable)
Must be legally authorized to work in the United States. Employment may be subject to employer and client-specific background verification or security requirements.
AAP / EEO Statement
Weidenhammer Systems Corp. is an equal opportunity employer.
