Operation Head/Manager - Technical Support (Microsoft M365)
Job Description
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Role and Responsibilities:
You demonstrate solid leadership and analytical skills, exhibit strong business acumen, as well as commitment to productivity. You are a self-starter, go-getter, proactive and could learn and perform in a fast-paced environment. You are dynamic, result oriented and could drive results through others, possess strong analytical and negotiation skills and excellent process orientation.
- Creating strategies with senior management and develop policies that will correlate with the organization goal.
- Implementing effective processes and standards.
- Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters.
- You are required to manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures.
- You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change.
- To prepare the presentation for the client, highlight the challenges, raise the requirement/support if needed. A thorough understanding of business need and business growth.
- You will be responsible for providing guidance to our in-house Management Trainee.
- Must have experience in client handling, should be able to engage client efficiently, presenting MBR, QBR is preferred.
- Should keep a close track of the NSAT Scores and the productivity of the team members.
- You are required to induct new joiners i.e Engineers and Team Leader about the technical support process.
- Responsible for management of critical and complex changes wherever applicable.
- Initiate and drive continuous service improvement plans.
- Identification and communication of potential risks and dependencies in timely manner to stakeholders.
- Responsible for Performance management, career development and retention of the team members.
- Should have an innovative and transformational mindset to identify opportunities to optimize processes.
Qualifications and Experience:
- Graduate with minimum 8+ years of experience as operation head/manager in Technical Support process (Microsoft M365).
- Concierge LOB is preferred.
- Work Location- Remote opportunity (Work from Home).
- Shift Timings - Rotational (As per business need, It can be NOAM, EMEA, LATAM, Graveyard).
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Gigmos
View Company ProfileGigmos (operating under gigmos.com, legally Gigmo Solutions Pvt. Ltd.) is a premier, enterprise-grade on-demand customer support platform, decentralized gig economy pioneer, and contact center AI orchestration powerhouse engineered to act as the definitive, high-velocity omnichannel support, technical troubleshooting, and elastic workforce scaling layer for global software houses and enterprises. Founded by corporate technology veterans Puneet Narang and Mukund Krishna, the platform completely eliminates the severe systemic friction of traditional customer support models—where scaling enterprises encounter crippling operational overhead, rigid fixed staffing costs, and variable ticket queues that destroy customer satisfaction metrics—by deploying a sophisticated, on-demand customer experience (CX) matrix. Moving far beyond traditional, passive business process outsourcing (BPO) centers or unvetted freelance bulletin networks, Gigmos natively unifies a global network of vetted, highly technical gig experts, an automated multi-stage candidate assessment and ID verification loop, and intelligent AI-powered conversational bots operating in perfect synergy with human agents into a single high-availability hybrid fulfillment platform. Trusted to deliver enterprise-tier tech support workloads for major international software ecosystems (including dedicated diagnostic pipelines for Microsoft O365, Exchange Online, and SharePoint architectures), the infrastructure guarantees massive cost containment via an efficient pay-per-support billing setup. Entirely bootstrapped and operating with independent financial resilience since its commercial launch, the firm scales an agile, highly distributed workforce spanning technical hubs across North America and India. Under the hood, its technology core utilizes advanced machine learning-driven quality monitoring, context-aware ticket-routing algorithms, and secure, remote workstation infrastructure built to preserve strict enterprise data integrity without compromising agent onboarding velocity. What sets Gigmos apart is its uncompromising dedication to replacing fragile, high-overhead contact center operations with absolute workforce elasticity, automated QA predictability, and client resolution velocity; by bridging the gap between performance-intensive conversational computing and live human intelligence, the enterprise remains a definitive cornerstone of modern algorithmic CX management and global customer service transformation.
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