Level 3 Technical Lead

We are hiring a Level 3 Technical Lead to be the senior technical anchor for our Richmond team. You will own our most complex client escalations, mentor Tier 1/2 engineers, and act as the point of contact for our largest and most technically demanding accounts. You are the person the team calls when the fix isn’t in the runbook - server migrations, network redesigns, Active Directory rebuilds, security incident response, and the difficult client conversations that come with them. What You Will Do

• Own Escalations: Serve as the highest technical escalation point for the Richmond team; take ownership of the tickets that Tier 1/Tier 2 can’t resolve and drive them to closure

• Lead Projects: Scope, plan, and execute infrastructure projects - server deployments, M365 tenant migrations, network refreshes, firewall replacements, backup/DR implementations

• Mentor the Team: Coach mid-level engineers through hard problems; review their work, run tech-share sessions, and raise the technical bar of the office

• Client Relationships: Act as the trusted technical advisor for a portfolio of key accounts, including quarterly reviews, roadmap conversations, and standards enforcement

• Architecture & Standards: Contribute to Brightworks’ standards for Windows Server, M365, networking, security tooling, and backup; help shape how we deliver at scale

• Security Incident Response: Lead investigation and remediation of EDR incidents, phishing events, and account compromises, working alongside our SOC partner

• Own the Hard Tickets: Manage a complex ticket queue in ConnectWise Manage; document thoroughly, communicate proactively, and hit SLA on P1/P2 work

• 5+ years in IT support, systems engineering, or MSP environments - with at least 2 years at a senior/lead level

• Deep expertise in Windows Server (2016-2022), Active Directory, Group Policy, DNS, DHCP, Certificate Services

• Advanced Microsoft 365 administration - Exchange Online, Entra ID (Azure AD), Conditional Access, Intune, SharePoint, Teams

• Strong networking background - firewalls (SonicWall, Fortinet, Meraki), VLANs, VPN (site-to-site + client), routing/switching fundamentals

• Experience leading infrastructure projects end-to-end - scoping, planning, executing, documenting

• Comfortable owning client-facing conversations - you can explain a technical trade-off to a non-technical executive without losing either side

• Hands-on with RMM/PSA tooling - ConnectWise Manage, Kaseya, Datto RMM, ConnectWise Automate

• PowerShell proficiency for automation and administration

• Ability to work onsite in Richmond with occasional travel to client sites in the region

Preferred Qualifications

• Microsoft certifications (MS-102, AZ-104, AZ-500, or MCSE)

• CompTIA Security+, CySA+, or equivalent

• Experience with SentinelOne, CrowdStrike, or similar EDR platforms

• Familiarity with Datto BCDR, Veeam, Axcient for backup/DR

• Prior MSP experience - you understand ticketing, dispatch, and utilization targets

• Experience with VMware/Hyper-V virtualization

• Competitive salary - $95,000 - $130,000 annually, based on experience and location

• Certification reimbursement and paid study time

• Health, dental, and vision insurance

• 401(k) with company match

• Real leadership opportunity - you will shape how the Richmond office operates

• Direct exposure to executive leadership; growth path into Principal Engineer or Regional Technical Manager

Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Brightworks IT is a growing managed services provider delivering IT support, cybersecurity, and cloud services to hundreds of clients across the Northeast, Mid-Atlantic, and Midwest. Our regional offices support law firms, manufacturers, healthcare organizations, staffing agencies, and professional services clients with proactive IT management and responsive expert support.