868 - M365 Team Lead - Proactive Grace Support

Key Responsibilities:

• Lead a global remote team of technical specialists ensuring topnotch service and adherence to productivity and scheduling standards.
• Embrace the gig economys dynamic fostering a culture of flexibility innovation and continuous learning.
• Drive PLG by empowering your team to harness Microsoft technologies ensuring alignment with our strategic objectives.
• Champion diversity and inclusion creating an environment where every team member feels valued and empowered.
• Maintain a proactive approach to case management backlog minimization and customer satisfaction.
• Collaborate with Operations Leads to share insights best practices and drive continuous improvement across teams.
• Implement outcomebased performance metrics ensuring the teams alignment with organizational goals and customer needs.

ProductLed Growth Responsibilities:

• Harnessing Microsoft Technologies: Empower your team to unlock the full potential of Microsoft technologies through dedicated productled growth interactions.
• Collaborate with crossfunctional teams to align technical support efforts with productled growth strategies.
• Ensure 100% proper tracking of case insights related to product adoption and customer success.
• Ensures min of 80% team insights on product usage and exposition .
• Assess team capacity with a strategic lens spearheading initiatives that enhance performance efficiency and productivity through innovative experimentation.
• Create an environment of innovation collaboration and continuous improvement where team members are encouraged to share knowledge learn collectively and evolve together.

Additional Expectations:

• Demonstrate exceptional problemsolving skills with the ability to anticipate challenges and implement proactive solutions.
• Exhibit mastery in change management adeptly guiding your team through technological and procedural shifts.
• Maintain a relentless focus on technical and service excellence setting and exceeding industry benchmarks.
• Engage in strategic planning and execution ensuring alignment with broader organizational goals and customer needs.
• Act as a champion for diversity and inclusion fostering an environment where every team member feels valued heard and empowered to contribute.

Qualifications :

What you should have:

• Excellent verbal and written communication in English.
• Extensive experience in leading highperforming remote technical support teams with a profound knowledge of Microsoft 365 technologies.
• Outstanding leadership capabilities with a talent for coaching mentoring and connecting with a globally dispersed team.
• A track record of driving customer satisfaction operational efficiency and team productivity to unprecedented levels.
• Advanced analytical skills with a knack for managing productled growth trackers and safeguarding data integrity.
• Strong knowledge and skills in Microsoft Teams and Teams Devices including Teams Rooms Phones Panels Displays Teams Admin Center and Pro Management.
• Familiarity with the certified Microsoft Teams Devices and peripherals.
• Understanding of what Windows 365 is and how it differentiates from other Microsoft offerings.
• Familiarity with Windows 365 deployment management and support.
• Cloud Concepts:
  • Basics of cloud computing including Infrastructure as a Service (IaaS) Platform as a Service (PaaS) and Software as a Service (SaaS).
  • Microsoft Azure fundamentals given that Windows 365 is built on Azure.
• Windows Operating System:
  • Deep knowledge of Windows 10 and Windows 11 including installation configuration and troubleshooting.
  • Familiarity with Windows updates patches and security features.
• Superior communication and interpersonal skills able to inspire team members and drive them towards achieving and surpassing targets.
• Adaptability and flexibility capable of thriving in a fastpaced 24x7 global operation.
• Understanding of Product Led Growth concept.
• A deepseated passion for technology especially Microsoft products and a commitment to fostering the growth and development of your team.

Additional Information :

What We Offer:

• The flexibility to work remotely from anywhere in the world within a company that prizes diversity inclusion and the wellbeing of its staff.
• A role that presents both challenges and rewards where your contributions have a direct impact on our clients success and our companys growth.
• A dynamic team environment rich with opportunities for professional advancement and personal growth.
• A competitive compensation package that reflects your experience and the value you bring to our team.

Remote Work :

No

Employment Type :

Contract