Microsoft Enterprise Services Architect

Primary Responsibilities

• Architect, implement, and support Microsoft 365 solutions aligned with business and operational objectives.
• Serve as the technical lead for Microsoft Entra ID, Intune, Microsoft 365, EMS, and Windows 10/11 environments.
• Manage enterprise identity, device management, security, compliance, and Microsoft 365 tenant administration.
• Translate business and operational requirements into scalable Microsoft workplace technology solutions.
• Lead complex infrastructure and workplace technology projects from architecture and planning through deployment and operational transition.
• Provide technical leadership, mentoring, and guidance to internal engineering teams and managed service providers.
• Manage strategic relationships with Microsoft and enterprise technology vendors.
• Oversee outsourced support operations, ensuring SLA adherence, service quality, incident resolution, and operational performance.
• Improve L1-L4 support processes, including documentation, escalation procedures, knowledge management, and operational reporting.
• Develop service dashboards, KPIs, and performance metrics to monitor support effectiveness, service levels, and operational trends.
• Develop technical documentation, operational procedures, training materials, workshops, and user adoption programs.
• Analyze service and operational data to identify trends, risks, and opportunities for continuous improvement.

Required Qualifications

• Strong hands-on experience administering Microsoft Entra ID, Microsoft Intune, and Microsoft 365 environments.
• Proven experience architecting and deploying enterprise-scale Microsoft workplace solutions.
• Deep knowledge of Microsoft 365/Office 365, Enterprise Mobility + Security (EMS), identity management, and Windows endpoint management.
• Experience leading technical teams, managed service providers, or enterprise support organizations.
• Strong understanding of service management, SLAs, incident management, escalation processes, and service delivery metrics.
• Technical knowledge of system integrations, data flows, troubleshooting, and enterprise infrastructure environments.
• Strong project management and stakeholder management skills.
• Experience developing operational dashboards, reports, KPIs, and performance metrics.
• Excellent communication skills with the ability to explain complex technical concepts to business and executive audiences.
• Ability to create technical documentation, standard operating procedures, training materials, and knowledge resources.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Engineering, Business, or a related field.
• Microsoft certifications such as SC-300, SC-100, SC-200, AZ-305, or equivalent.
• Experience in retail, hospitality, or QSR environments.
• Experience managing Microsoft enterprise licensing, vendor relationships, and large-scale Microsoft partnerships.