Technology Systems Lead

Role Summary The Technology Systems Lead is a "doer-leader" responsible for the health, accessibility, and day-to-day performance of the company's core technical ecosystem. You will lead the front-line support function, ensuring that Microsoft 365, Dynamics 365 Business Central, and eCommerce platforms operate seamlessly for all users. As a working lead, you balance high-level coordination with hands-on execution, managing a direct report while serving as the primary liaison between internal staff, outsourced IT providers, and software vendors.

Key Responsibilities Functional Leadership & People Management Direct Supervision:

Lead and mentor one direct report, overseeing their daily tasks, quality of support, and professional development.

Process Oversight:

Own the documentation of internal support workflows, ensuring the team follows standardized "how we do things here" protocols.

Escalation Management:

Serve as the final internal point of contact for complex issues before escalating to external MSPs or software partners.

Vendor Management:

Conduct monthly/quarterly service reviews with MSPs to ensure SLA compliance and ROI. Hands-on Systems & User Support Level 1 - 2

Application and System Support:

Actively resolve login/access issues, permission requests, and how-to questions across the Microsoft stack (M365, Entra ID, SharePoint) and Business Central.

Issue Tracking:

Monitor error trends and integration sync issues, gather technical details to minimize business downtime.

Onboarding:

Lead the technical side of employee onboarding/offboarding, ensuring proper license assignment and security group alignment.

Operational Continuity & Documentation Knowledge Management:

Build and maintain a central Knowledge Base (SharePoint/Teams) containing troubleshooting guides and system maps.

Asset & License Tracking:

Maintain the master directory of software licenses, tracking renewals, seat counts, and vendor ownership to provide leadership with cost visibility.

Risk Detection:

Identify red flags in system performance, such as integration lags or security privilege creep, and coordinate rapid response efforts.

The Ideal Candidate Experience:

5-7+ years in application support or systems administration within a Microsoft-centric environment that has worked in a mid-size company

Technical Proficiency:

Strong working knowledge of Microsoft Entra ID (Azure AD), M365, and Dynamics 365 Business Central. Experience with eCommerce platforms (e.g., WooCommerce & Magento) is a plus.

The Lead Mindset:

You enjoy troubleshooting alongside your team but have the organizational skills to manage and coordinate external vendors effectively.

Communicator:

Ability to translate technical speech into clear instructions for non-technical users and concise briefs for internal leadership and external developers.

Education:

BS in Information Technology, Information Systems, Business Information Technology or Management Information Systems (MIS).

Nice to have:

Certifications:

Microsoft 365

Certified:

Administrator Expert and/or supporting certifications

Microsoft Certified:

Dynamics 365

Business Central Functional Consultant Associate, Microsoft Certified:

Identity and Access Administrator Associate This is not a behind the scenes administrative role. You are the engine of the IT function, the person who ensures the tools our team relies on actually work, while building the structure and documentation to help the company scale.