Oversee technical support engineers for Microsoft 365, provide coaching, manage inquiries, track performance metrics, and ensure customer issues are resolved professionally.
Responsibilities
- Responsible for overseeing the daily operations of technical support engineers who are Providing Microsoft 0365 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 with Microsoft vendor.
- Should have good knowledge in Microsoft office 365
- Detailed Knowledge on products of Office 365 (Exchange Online, SharePoint, Microsoft Teams)
Prior experience of managing Enterprise Team will be preferred
Work Location/Shift Timings-Permanent work from home and you will be required to work in US Shift Timings
CTC- As per Industry Standards
Company Website-www.gigmos.com
Top Skills
Exchange Online
Microsoft 365
Microsoft Teams
Office 365
Sharepoint
Similar Jobs
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
Lead delivery engineer responsible for managing stakeholders, implementing technology solutions, adopting Agile practices, and overseeing the software lifecycle in Internal Audit projects.
Top Skills:
AzureAzure DevopsCa SiteminderJavaJfrogMs EntraPingonePythonReactSQL
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
The Assistant Manager - IT will analyze user requirements, design and develop web applications, integrate applications, and support users while managing software development projects and troubleshooting issues.
Top Skills:
.Net Core.Net MvcAngular 2+Angular JsSQL ServerWeb Api
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
The Assistant Manager - Operations supports financial reporting, ensuring compliance with US GAAP, conducting variance analysis, and collaborating across teams for accurate periodic reporting.
Top Skills:
HfmPeoplesoftSmartviewUs GaapWorkiva Wdesk
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
