Lead Service Delivery Engineer

Who is K3 Technology? K3 Technology is a Managed Services Provider based in Denver, CO and Dallas, TX. We have clients around the U.S. and we attempt to provide more than just services to our clients, but instead, a strategic partnership. What should I know about K3 Technology? K3 Technology is an employee-centric organization. We recognize that many of the best organizations and longest-standing organizations have something in common: people. Whether you are an employee or a client at K3 Technology, we take care of you. And if you are an employee, we take even better care of you. The quality of our partnerships and services depends on the health and well-being of our employees, and that is why taking care of you as a K3 employee will be at the top of our priorities. How would K3 Technology make me a top priority as an employee? As an employee of K3 Technology, we would ensure that you have the proper tools and access to training to perform your assigned job duties. We highly encourage personal and professional growth. A healthy work/life balance for our employees is a top priority. K3 offers competitive PTO packages and exceptional health insurance to make sure that employees have the means necessary to maintain their well-being. We do our best to accommodate time-off requests, especially at times of high stress. We manage our workforce in an empathic way, being considerate of everyone’s needs both at and away from the job. K3 also makes every effort to provide a safe and communicative work environment. We encourage all employees to speak up any time to share ideas and discuss challenges. We train team leaders to have open door policies, and to check in with employees regularly to offer encouragement, praise, or advice. Other things that are important to K3 are transparency, communication, and accountability. These might sound like qualities that we would present to clients, and they are. However, we can only provide these qualities externally if they are present internally. That is why we will make every attempt to make it clear what our company goals are, what our goals for you as an employee are, communicate changes and expectations clearly, be open for communication from you, and make every effort to be held accountable on our core values, goals, and your success. Salary and benefits: - Total compensation $80,000–90,000/year, DOE and location - 401k with match - Flexible PTO - Work from Home when possible, with remote work stipend - Paid training and certification, and other educational opportunities - Paid holidays - Dog-friendly workspace - Commuter Benefits - Insurance benefits What is K3 Technology looking for? We’re looking for a Lead Service Delivery Engineer who can bridge the gap between hands-on technical troubleshooting and team enablement. You’ll be a go-to problem solver for our Service Delivery team, a mentor to other engineers, and a partner to our Support Manager in optimizing how we work. This role is built for someone who thrives in complex technical environments and gets just as much satisfaction from helping others grow as solving the problem themselves. You’ll work tickets daily alongside the team, while also driving process improvement, owning escalations, and helping raise the overall technical bar of the department. On a typical day, your duties might include: Own and resolve complex support tickets as part of your daily work alongside the engineering team Take ownership of high-impact, high-urgency escalations that lack a clear path to resolution Provide mentorship and technical guidance to engineers across the service delivery team Identify recurring incidents and support trends; recommend solutions through better documentation, automation, or platform changes Partner with the Support Manager to optimize workflows and implement more efficient, scalable service delivery processes Lead problem management initiatives by identifying root causes and contributing to long-term fixes for widespread issues Act as a key stakeholder during security incidents, working with internal engineers and external partners to investigate, remediate, and communicate effectively with clients Take the lead on defining and implementing technical standards and continuous improvement efforts across our service delivery operations, ensuring our engineering team is operating at its best Participate in post-incident reviews, coaching engineers and identifying opportunities to improve tooling and knowledge base resources Provide input into service delivery KPIs, help improve resolution time, response time, and customer satisfaction To be a good fit for this role, you should have: Deep hands-on experience with Microsoft Azure, Microsoft 365, Windows Server, and networking—you should be comfortable navigating and resolving complex issues across all four A security-first mindset with comfort participating in incident response activities Excellent troubleshooting instincts and comfort owning issues from investigation through to resolution A proactive, systems-thinker mentality that seeks to solve root causes—not just symptoms Confidence coaching and mentoring others without micromanaging or taking over An ability to communicate clearly with both technical engineers and non-technical business stakeholders (many of our client POCs are COOs, VPs, and other non-IT leaders) Experience translating complex problems into clear, actionable technical or strategic guidance Other specific skills you should be familiar and comfortable with: ITIL principles and how to implement them Process improvement, documentation, and automation practices Customer service best practices and conflict resolution Technical documentation, SOP development, and tooling assessments Specific products you should be familiar and comfortable working with: IT Glue, PSA systems (HaloPSA, Connectwise Manage, Autotask, etc.) MS Windows, MS Windows Server, MacOS, Jamf Ninja RMM, Connectwise Control, Meraki, Sonicwall Microsoft Azure, Microsoft 365, Intune and AutoPilot Huntress, ProofPoint Essentials, Mimecast, Avanan, SentinelOne EDR com, MS Teams, MS Office Products Ubiquiti, VMWare, Veeam, Powershell and scripting, Synology Helpful Certification and Education background: Microsoft AZ-104 and AZ-140 certifications are required. If not held at time of hire or promotion, you’ll be expected to earn them within 6 months Additional certifications in Microsoft 365, Networking, or Security are a plus ITIL Foundations or equivalent service management experience preferred Relevant experience with security incident management and problem management Preference will be given to individuals located in Dallas, TX or Greenwood Village, CO; however, remote individuals will be considered.