Technical Lead - Microsoft 365

• Experiences: Lead
• Employments: Full-time
• Locations: India (Remote)

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.

Benefits:

• Permanent work from home with US shift timings.
• Competitive salary as per industry standards.