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.
Responsibilities
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.
Qualifications
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 ConditionsOffice-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.
Skills Required
- Advanced hands-on administration of 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 while maintaining hands-on execution responsibility
- Bachelor's degree in information technology, Computer Science, or related field, or equivalent experience
- Five to eight years of progressive Technology Operations, end-user services, systems support, or enterprise support experience
- ITIL, Microsoft 365, Endpoint Administrator, Azure, Security, or relevant industry certifications
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What We Do
Sonny's OneWash - Complete Car Wash Solution This is a new era in commercial car washing, where the customer experience feeds your bottom line. To deliver top value, you need new parts, new equipment, better chemistry, superior technology, and more training – and Sonny’s is leading the way. With Sonny’s OneWash™, we offer the industry’s only complete suite of car wash business solutions. It’s everything you need to succeed. All from one partner. Sonny's is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. Sonny's eight lines of business – consulting, college, equipment, vacuums, controls, marketing, chemistry, and parts combine to create OneWash, the industry's first and only complete car wash management suite designed to promote the growth of car wash businesses everywhere. With full tunnel systems in each of the 50 United States, and equipment in countries all over the world, Sonny's equipment delivers millions of clean, dry, shiny cars each year, around the globe. Sonny's legacy began in 1949 when founder, Sonny Fazio, built his first full-serve car wash. Upon retiring, he began manufacturing replacement parts and eventually equipment for his son's chain of 12 washes spanning three states. Engineered by a car wash operator for his family, Sonny manufactured equipment to do one thing — help his sons make more money washing cars. Soon, word got out and Sonny was flooded with orders for his reliable equipment that washed better, cost less, and produced a clean, dry, shiny car faster with less hassle and expense. That was the beginning of Sonny's The Car Wash Factory. Today, Sonny's is 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! We also have a full line of OEM parts for Hanna, Peco, PDQ, Belanger, Macneil, Ryko, and other car wash equipment manufacturers.
