Gigmo Solutions is a global service provider seeking a Technical Lead for Microsoft M365. The company focuses on providing high-level technical support to business customers of a large global software house, fostering an inspiring team environment and an open communication culture.

Technical Lead - Microsoft M365

This is a remote role responsible for overseeing the daily operations of technical support engineers providing Microsoft M365 support. The Technical Lead acts as an active member of the team, serving as a mentor while providing oversight, coaching, and training. You will be the primary point of contact for technical escalations and ensure all customer inquiries are resolved professionally.

• Oversee daily operations of technical support engineers providing M365 support.
• Act as a mentor and provide coaching, oversight, and training to the team.
• Serve as the main point of contact for complex technical escalations.
• Record and track team SLAs, workflows, and incoming support inquiries.
• Assist in creating, monitoring, and reporting on team KPIs and performance metrics.
• Maintain close track of NSAT scores and individual team productivity.
• Review technical processes and documentation for continuous improvement.
• Lead by example in professionalism, communication, and technical expertise.

• Graduate with a minimum of 4 to 6 years of experience in Technical Support processes.
• At least 1 year of specific experience as a Technical Leader within the Microsoft ecosystem.
• Strong knowledge of Microsoft M365, including Exchange Online, SharePoint, and Microsoft Teams.
• Proven people management and leadership skills with the ability to inspire a team.
• Excellent oral and written communication skills.
• Strong analytical skills for investigating and resolving complex customer support tickets.
• Ability to multi-task efficiently under significant time pressure.

Apply via the link: https://apply.workable.com/gigmos/j/1087D67CFE/

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