Technical Lead - Microsoft M365

Responsibilities   :

• Responsible for overseeing the daily operations of technical support engineers who are Providing Microsoft M365 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   :