The Technical Service Lead will serve as a technical escalation point for Level 1 and Level 2 technicians , helping the team resolve issues involving Microsoft 365, Active Directory, Entra ID, endpoint support, identity and access management, networking, applications, and other common IT support technologies. The ideal candidate is someone who can move comfortably between leading the service board, troubleshooting a technical issue, coaching a technician, reviewing ticket quality, communicating with a client, and coordinating an escalation with senior engineers .