Technical Support Team Lead (Microsoft 0365)
Job Description
Key Skills Required
Master these to land this role
Want to know if you're a match for this job?
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.
- Provide 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.
How would you rate this job post?
See what other professionals think about this role.
Similar Opportunities
Explore Top Companies in this Space
ShiftKey
Healthcare Workforce Marketplace & HR Tech / Schedule Automation & Compliance SaaS / Post-Acute Care Enterprise Software / On-Demand Labor Infrastructure
Glacier
Industrial Robotics & Physical AI / Waste Management Automation & Recycling Tech / Circular Economy ESG Data SaaS
Airship
Technology, Mobile Marketing, Customer Experience
Tealium
Customer Data Platform (CDP) / MarTech / Data Orchestration / SaaS
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.
Safety First
- Never pay for a job application.
- Do not share sensitive bank info.
- Verify the client before starting work.