The Lead Technology Operations Engineer is the technical leader for day-to-day Technology Operations. The role owns complex escalations, service restoration, operational standards, and technical guidance for L1 and L2 engineers. This position remains hands-on while improving service quality through automation, knowledge management, platform administration, problem management, and disciplined execution across Microsoft 365, endpoint management, identity, enterprise applications, user lifecycle services, mobile technologies, and distributed locations. 

Essential Duties and Responsibilities: 

Technical Leadership and Escalation 

• Act as the senior escalation point for complex endpoint, Microsoft 365, identity, access, mobile, collaboration, application, and business technology issues.
• Lead structured troubleshooting, coordinating cross-functional resources and vendors, communicate status, and drive incidents through verified restoration.
• Coach L1 and L2 engineers, review escalation quality, improve diagnostic practices, and help the team resolve more work independently.
• Provide hands-on coverage when demand or business impact requires it; leadership in this role includes direct technical contribution.

ITSM, Queue, Incident, and Problem Management 

• Lead daily queue triage, assignment, prioritization, aging review, blocked-work follow-up, and escalation management.
• Ensure incidents, requests, changes, and problems are accurately classified, documented, updated, and completed within agreed service levels.
• Coordinate major incident response, restoration validation, stakeholder communication, root-cause analysis, and corrective-action tracking.
• Analyze recurring incidents and service trends, then implement permanent fixes, support procedures, monitoring, or automation.

Platform and Service Ownership 

• Provide advanced administration and support for Microsoft 365, Exchange Online, Teams, SharePoint Online, Intune, Entra ID, endpoint tooling, device platforms, and assigned enterprise applications.
• Own or lead standards for onboarding, offboarding, access changes, mailbox and group administration, device deployment, application support, and asset lifecycle.
• Lead administration/operational improvement of ITSM, mobile device management, printing, telecom, collaboration, and assigned SaaS platforms.
• Partner with cybersecurity and platform engineering teams on conditional access, privileged access, compliance, service health, and cloud-related escalations.

Automation, Documentation, and Service Improvement 

• Design, review, and maintain approved automation that reduces manual work and improves consistency, security, and auditability.
• Develop runbooks, support standards, knowledge articles, service ownership documentation, escalation paths, and operational metrics.
• Lead hardware standards, role personas, lifecycle planning, and process improvements that improve user experience and operational control.
• Evaluate automation candidates and shift appropriate work to L1, self-service, or workflow automation while preserving governance.

Projects, Vendors, and Stakeholders 

• Lead or materially contribute to Tech Ops projects such as endpoint, mobile carrier, copier and print management, ITSM, access governance, and platform lifecycle initiatives.
• Coordinate vendors, evaluate technical options, track deliverables, manage technical risks, and support cost or contract reviews when assigned.
• Communicate technical recommendations, operational risks, and service impacts clearly to business and IT stakeholders.
• Participate in an on-call or after-hours support rotation as required.

Required Skills & Qualifications

• Advanced hands-on support and administration across Windows endpoints, Microsoft 365, Exchange Online, Teams, SharePoint Online, Intune, Entra ID, MFA, and identity/access workflows.
• Strong ITSM knowledge covering incident, request, change, problem, service levels, queue operations, major incidents, and root-cause analysis.
• Proficiency in scripting and safe automation practices including validation, error handling, logging, and controlled deployment.
• Experience with endpoint management, RMM, mobile device platforms, asset lifecycle, enterprise applications, SaaS administration, VPN, and basic cloud services.
• Ability to lead technical work without losing hands-on execution responsibility.

Preferred Qualifications

• ITIL, Microsoft 365, Endpoint Administrator, Azure, Security, or relevant industry certifications. 

Education Requirements

• Bachelor’s degree in information technology, Computer Science, or related field, or equivalent experience.

Years Of Experience

• 5-8 years of progressive Technology Operations, end-user services, systems support, or enterprise support experience. 

Working Conditions

Office-based and remote technology supported environments. Regularly required to sit, stand, and move about office or facility locations. May require occasional travel and work outside normal business hours for incidents, maintenance, projects, or location support.

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.