Technical Lead - Microsoft M365

 Responsibilities  :

• Responsible for overseeing the daily operations of technical support engineers who are Providing Microsoft M365 support to business customers of a large global software house as well as participating as an active member of the team.  

• 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 keep 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. 

• Providing 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. 

Knowledge, Skills and Experience  :

• 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)