Description:

Oversee daily operations of technical support engineers providing Microsoft 365 support to business customers.
Mentor and provide coaching, training, and act as the point of contact for technical escalations.
Record and track team SLAs and workflows, managing all incoming technical support inquiries.
Assist in creating team KPIs and monitor/report on results.
Monitor team performance, NSAT scores, and productivity, ensuring prompt resolution of customer inquiries.
Review technical support processes for continuous improvement and foster an open communication culture.

Requirements:

Proven people management and leadership skills with a minimum of 4-6 years in Technical Support.
At least 1 year of experience as a Technical Leader with a Microsoft vendor.
Strong analytical skills, excellent communication (oral and written), and ability to multi-task under pressure.
Good knowledge of Microsoft Office 365 products (Exchange Online, SharePoint, Microsoft Teams).
Prior experience managing an Enterprise Team preferred.