IT Technical Lead (L3)

Location: London, Hybrid on site (3 - 4 days in the central London-based office, and at client sites)

Department: MSP Operations

Summary

The IT Technical Lead is the most senior technical individual contributor within the MSP team at Dr Logic, bridging day-to-day service delivery and longer-term technical strategy. You will own the technical quality of everything we deliver, setting standards, leading projects, owning the knowledge base, and ensuring our clients’ environments remain secure, optimised, and well-documented. You will act as the final technical escalation point for the service desk, lead the delivery of complex client projects, and contribute directly to pre-sales and business development. You will work closely with clients on-site and remotely, particularly during onboarding phases, and play a central role in shaping Dr Logic’s technical direction and roadmap. The Technical Lead reports to the MSP Operations Manager.

Duties and Responsibilities

• Serve as an escalation point for complex technical issues from the L1 and L2 service desk teams.
• Take ownership of high-priority incidents (P1), driving resolution and ensuring clear communication with clients throughout.
• Meeting SLA targets, identifying patterns, removing blockers, and supporting the desk in maintaining service levels.
• Proactively monitor client environments for vulnerabilities, backup failures, and patch compliance, communicating findings and actions to clients.

Client Projects

• Lead the technical delivery of client projects, taking ownership from scoping through to handover to BAU support.
• Ensure all project-related changes to client environments are fully documented.
• Support and manage the technical elements of client onboarding and offboarding, ensuring a high-quality, repeatable process.
• Collaborate with Project Engineers on more complex or concurrent engagements where required.

Client Relationships & On-Site Support

• Act as a senior technical contact for key clients, building trusted advisory relationships.
• Conduct regular client site visits, particularly during and following onboarding, to support implementation, gather requirements, and strengthen relationships.
• Work directly with clients to assess their environments, identify improvement opportunities, and recommend solutions aligned to their needs and budget.
• Support the MSP Operations Manager and Managing Director in client reviews, technical presentations, and proposal development.

Technical Standards & Stack Ownership

• Define, document, and enforce technical standards across the team, ensuring consistent, high-quality delivery across all client environments.
• Manage and optimise Dr Logic’s internal technical stack, including MDM, RMM, identity management, and monitoring tooling.
• Manage internal licences, certificates, and expiry dates across the technical stack.
• Identify opportunities for automation and process improvement and lead on implementation where appropriate.
• Maintain Dr Logic’s software and hardware asset lists.

Knowledge Base & Documentation

• Own the Dr Logic knowledge base, establishing structure, quality standards, and a culture of consistent documentation across the team.
• Ensure client documentation is accurate, up to date, and reflects the current state of their environment following any change.
• Develop and lead knowledge-sharing sessions and training materials for the operations team.

Pre-Sales & Technical Strategy

• Contribute technical expertise to pre-sales conversations, supporting scoping, solution design, and proposal development alongside the business development team.
• Provide clear, well-informed technical input into client proposals, helping ensure recommended solutions are achievable and commercially grounded.
• Contribute to Dr Logic’s technical roadmap by evaluating new products and technologies.

Team Development

• Mentor and support L1 and L2 technicians, sharing knowledge, reviewing complex cases, and helping the team grow technically.
• Lead by example in technical proficiency, documentation habits, and client communication standards.
• Train the operations team on new technologies, tooling, and implementations as they are introduced.

Minimum Qualifications

• 5 years experience working with Apple in a business environment, with deep expertise in macOS and iOS.
• Strong working knowledge of Windows Desktop and Windows Server environments.
• Experience managing IT services within an ITIL framework (incident, problem, change management).
• Familiarity with information security frameworks and working within a regulated or compliance-driven environment (e.g. ISO 27001, Cyber Essentials, SOC 2).
• Proven experience leading or delivering technical projects end-to-end.
• Strong understanding of MDM and identity management platforms (JumpCloud, Jamf, Addigy, Okta, Azure AD).
• Google Workspace and Microsoft 365/Entra administration.
• Networking: DHCP, DNS, IP addressing, subnetting, VLANs; configuration of routers, switches, and wireless access points.
• Experience with RMM tooling (e.g. NinjaOne, N-able).
• Experience with ITSM platforms (e.g. ServiceNow, Autotask).
• Patch management across software and operating systems.
• Excellent technical documentation skills, able to write clearly for both technical and non-technical audiences.
• Source control familiarity (GitHub or GitLab).
• Making use of AI tools such as Claude in everyday work.
• Previous experience within a Managed Service Provider (MSP).
• Jamf Certified Tech.
• Egnyte Technical Professional Certification.
• Apple Certified IT Professional.
• Microsoft 365 Administrator Expert.
• Google Workspace Administrator.
• Experience contributing to technical pre-sales or solution design.
• Familiarity with SaaS product administration at scale.
• Experience with software packaging tools (e.g. Jamf Composer, AutoPkg) and software deployment on Mac and Windows.

Personal Qualities

• Technically excellent and genuinely passionate about technology and the MSP space.
• Clear and confident communicator, comfortable with clients, engineers, and senior stakeholders alike.
• Takes ownership: follows through, documents thoroughly, and holds a high personal bar.
• Calm and decisive under pressure, particularly during high-priority incidents.
• Proactive and curious, always looking to improve processes, tooling, or the team’s capabilities.
• Collaborative and approachable, leading through expertise and example rather than authority.
• Organised, detail-oriented, and able to manage competing priorities across projects and BAU.