# Technical Lead - Microsoft 365

**Company:** [Gigmo Solutions](http://jobs.workable.com/companies/6ZsnqXAeinijNTuXExLqLH.md)
**Location:** Remote
**Workplace:** remote

[Apply for this job](http://jobs.workable.com/view/80a67aee-00a4-46f9-8d78-5d99e3f2075a)

## Description

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) 

Requirements

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](https://www.gigmos.com)