Gigmo Solutions

Technical Lead – Microsoft M365

Gigmo Solutions

full-time

Posted on:

Location Type: Remote

Location: India

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Job Level

Senior

About the role

  • Responsible for overseeing the daily operations of technical support engineers providing Microsoft M365 support to business customers of a large global software house
  • Act as a mentor and provide oversight, coaching, and training to technical support engineers and be the point of contact when it comes to technical escalations
  • Record and track team SLAs and workflows and provide support where needed for both internal and external customers
  • Manage and report on all incoming technical support inquiries
  • Assist in the creation of the team KPIs as well as monitor and report on results
  • Be actively involved with the operational delivery keeping a close track of the NSAT Scores and the productivity of the team members
  • Monitor team performance and report on metrics
  • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
  • Review all technical support related processes and documentation for continuous improvement
  • Provide timely feedback to team members and resolve issues
  • Create an open communication culture and an inspiring team environment
  • Lead by Example in professionalism, Communication, and technical Expertise.

Requirements

  • Proven people management and leadership skills
  • Excellent communicator, both oral and written
  • Strong analytical skills to investigate and resolve customer support tickets
  • Able to multi-task efficiently under time pressure
  • Graduate with minimum 4-6 years of Experience in Technical Support process.
  • Must have minimum 1 year of experience as a Technical Leader in Microsoft ecosystem.
  • Should have good knowledge in Microsoft M365 (Exchange Online, SharePoint, Microsoft Teams)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Microsoft M365Exchange OnlineSharePointMicrosoft Teamstechnical supportSLA managementKPI creationperformance monitoringprocess improvementanalytical skills
Soft Skills
people managementleadershipcommunicationmentoringcoachingproblem-solvingmulti-taskingteam collaborationfeedback provisionprofessionalism