{"id":2862300,"url":"https://alion.io/job/principle-choice-it-technical-lead-principle-choice-solutions-llc","title":"IT Technical Lead - Principle Choice Solutions LLC","company":{"id":4418983,"name":"Principle Choice Solutions","domain":"principlechoice.com","url":"https://alion.io/company/principlechoice","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Backend","role_family":"Backend","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Omaha, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":110000,"max_usd":219000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1231},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"Azure","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-19T16:39:26Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-01T10:13:13Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"PRINCIPLE CHOICE SOLUTIONS\nIT Technical Lead\nPOSITION PURPOSE\nThe IT Technical Lead provides operational and technical leadership for Tier 2 IT Support Analysts and helps ensure reliable, secure, and customer-focused technology service delivery. This position leads daily Tier 2 service desk operations, drives service-level agreement compliance and ticket quality, and provides hands-on Level 2 and Level 3 troubleshooting for complex hardware, software, identity, endpoint, collaboration, and access issues. The role owns key end-user lifecycle activities, including account builds, device deployment, onboarding, offboarding, and asset management, while partnering with Infrastructure, Security, Power Platform, and other IT teams to resolve escalated issues and implement technical solutions that address business needs. The IT Technical Lead provides subject matter expertise, technical mentoring, and troubleshooting guidance to support analysts while supporting documentation, knowledge management, and continuous service improvement initiatives.\nORGANIZATION\nThis position reports to the IT Support Manager and provides day-to-day technical and service delivery leadership for Tier 2 IT Support Analysts. The role works closely with other IT teams and business stakeholders across the organization.\nWork Schedule and On-Call Expectations\nHybrid position based in Omaha, Nebraska.\nCore support coverage is provided Monday through Friday between 6:30 AM and 6:00 PM Central Time. The employee’s assigned schedule will support business coverage requirements within this window.\nParticipates in an on-call rotation for Saturday and Sunday coverage from 8:00 AM to 5:00 PM Central Time.\nPeriodic after-hours work, schedule adjustments, travel, or on-site support may be required based on operational needs, incidents, deployments, or projects.\nESSENTIAL FUNCTIONS \nLead daily Tier 2 service desk operations, including workload coordination, escalations, service quality, and SLA performance.\nCoordinate daily Tier 2 service desk activities and escalations to ensure timely, high-quality support for computers, printers, audio/visual equipment, phones, peripherals, and other supported hardware and software.\nSupply, recommend, and deploy technical solutions that address business problems and improve end-user productivity and service reliability.\nProvide escalated and advanced hardware and software support to local and remote business users through phone, email, chat, remote-support tools, and in-person assistance.\nProvide advanced technical support and Level 2/Level 3 troubleshooting for complex hardware, software, endpoint, identity, and Microsoft 365 issues.\nPerform end-user administration in accordance with approved internal IT processes, procedures, security controls, and documentation requirements.\nInstall, configure, deploy, maintain, and troubleshoot workstations, printers, peripherals, and other approved end-user technology.\nDrive SLA compliance, ticket ownership, queue health, accurate assignments, documentation quality, escalation practices, and timely resolution.\nOwn and coordinate tasks related to account builds, device deployment, onboarding, offboarding, access changes, equipment recovery, inventory records, and asset lifecycle management.\nServe as a liaison to Infrastructure, Security, Power Platform, and other technology teams for escalated, cross-functional, or complex issues.\nDrive continuous service improvement through trend analysis, root-cause investigations, and implementation of corrective actions.\nMentor, coach, and develop support analysts through training, knowledge sharing, and technical guidance.\nMaintain and improve service desk documentation, standard operating procedures, and knowledge resources.\nDevelop and provide training for the support team on complex technical matters, new processes, recurring issues, and identified knowledge gaps.\nBuild effective stakeholder relationships across all levels of the organization and communicate technical information clearly to technical and non-technical audiences.\nSupport security, privacy, compliance, and acceptable-use requirements and escalate suspected incidents or control concerns according to established procedures.\nProvide on-call support and incident coordination as scheduled or otherwise required.\nAll other duties as assigned. \nMinimum and Preferred QualificationsAssociate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience. \nIndustry certifications such as CompTIA A+, Network+, Microsoft, or other relevant technical certifications preferred. \nFive or more years of hands-on experience supporting Microsoft 365, Intune, Entra ID, Windows endpoints, and associated enterprise technologies. \nThree or more years of experience serving in a technical lead, senior analyst, escalation, or advanced support role.\nFive or more years of hands-on experience supporting Microsoft 365, Microsoft Intune, and Microsoft Entra ID/Azure environments.\nExperience managing escalations, service desk workload, SLA performance, ticket quality, and customer communications.\nKnowledge, Skills, and AbilitiesStrong knowledge of Microsoft 365 technologies, including Entra ID, Exchange Online, Intune, Windows 10/11, endpoint management, identity administration, and collaboration services. \nWorking knowledge of enterprise endpoint provisioning, configuration management, device compliance, and user access management. \nUnderstanding of IT security, privacy, data handling, and compliance requirements within a regulated business environment. \nDemonstrated ability to troubleshoot and resolve complex technical issues, perform root-cause analysis, evaluate risk, and coordinate appropriate resolutions. \nStrong analytical, problem-solving, organization, and prioritization skills with the ability to manage multiple tasks and competing priorities. \nExcellent written and verbal communication skills, including the ability to explain technical concepts to technical and non-technical audiences. \nAbility to build productive working relationships, mentor support personnel, and collaborate effectively across technical and business teams. \nStrong attention to detail with a commitment to accurate documentation, process adherence, and customer service excellence.\nUS Citizenship required, work sponsorship unavailable.\nMACHINES & EQUIPMENT\nThe incumbent must be able to effectively operate the current computer system, cloud architecture, telephone system, and other office machines such as a copier.\nPHYSICAL REQUIREMENTS\nMust be able to lift and carry up to 50 pounds. Must be able to talk, listen, and speak clearly on the telephone. Travel and reliable transportation for work-related travel are required for this position.\nWORKING CONDITIONS\nThe incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. Periodic work at an office site or other supported location may be required. The hybrid schedule and on-site expectations may be adjusted based on business and operational needs.\nSecurity and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.\nThe above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.","description_format":"text","description_chars":7688,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-19T16:39:26Z"}],"visa":[],"liveness":{"score":74,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.817,"p_room":0.9,"age_days":12,"expected_fill_days":27,"reasons":["conf:5","win:mid"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/principle-choice-it-technical-lead-principle-choice-solutions-llc","json_url":"https://alion.io/job/principle-choice-it-technical-lead-principle-choice-solutions-llc.json","meta":{"generated_at":"2026-11-01T12:57:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19995,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4418983},"rest":"https://alion.io/mcp/rest/get_company?id=4418983"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprinciple-choice-it-technical-lead-principle-choice-solutions-llc"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprinciple-choice-it-technical-lead-principle-choice-solutions-llc"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprinciple-choice-it-technical-lead-principle-choice-solutions-llc"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/principle-choice-it-technical-lead-principle-choice-solutions-llc\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprinciple-choice-it-technical-lead-principle-choice-solutions-llc"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2862300}},{"tool":"search_jobs","arguments":{"company":"principlechoice.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2862300},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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