M365 Team Lead

Key Responsibilities:

• Lead a global, remote team of technical specialists, ensuring top-notch service and adherence to productivity and scheduling standards.
• Embrace the gig economy's dynamic, fostering a culture of flexibility, innovation, and continuous learning.
• Drive PLG by empowering your team to harness Microsoft technologies, ensuring alignment with our strategic objectives.
• Champion diversity and inclusion, creating an environment where every team member feels valued and empowered.
• Maintain a proactive approach to case management, backlog minimization, and customer satisfaction.
• Collaborate with Operations Leads to share insights, best practices, and drive continuous improvement across teams.
• Implement outcome-based performance metrics, ensuring the team's alignment with organizational goals and customer needs.

Product-Led Growth Responsibilities:

• Harnessing Microsoft Technologies: Empower your team to unlock the full potential of Microsoft technologies through dedicated product-led growth interactions.
• Collaborate with cross-functional teams to align technical support efforts with product-led growth strategies.
• Ensure 100% proper tracking of case insights related to product adoption and customer success.
• Ensures min of 80% team insights on product usage and exposition .
• Assess team capacity with a strategic lens, spearheading initiatives that enhance performance, efficiency, and productivity through innovative experimentation.
• Create an environment of innovation, collaboration, and continuous improvement, where team members are encouraged to share knowledge, learn collectively, and evolve together.

Additional Expectations:

• Demonstrate exceptional problem-solving skills, with the ability to anticipate challenges and implement proactive solutions.
• Exhibit mastery in change management, adeptly guiding your team through technological and procedural shifts.
• Maintain a relentless focus on technical and service excellence, setting and exceeding industry benchmarks.
• Engage in strategic planning and execution, ensuring alignment with broader organizational goals and customer needs.
• Act as a champion for diversity and inclusion, fostering an environment where every team member feels valued, heard, and empowered to contribute.

Requirements

What you should have:

• Excellent verbal and written communication in English.
• Extensive experience in leading high-performing, remote technical support teams, with a profound knowledge of Microsoft 365 technologies.
• Outstanding leadership capabilities, with a talent for coaching, mentoring, and connecting with a globally dispersed team.
• A track record of driving customer satisfaction, operational efficiency, and team productivity to unprecedented levels.
• Advanced analytical skills, with a knack for managing product-led growth trackers and safeguarding data integrity.
• Strong knowledge and skills in Microsoft Teams and Teams Devices, including Teams Rooms, Phones, Panels, Displays, Teams Admin Center, and Pro Management.
• Familiarity with the certified Microsoft Teams Devices and peripherals.
• Understanding of what Windows 365 is and how it differentiates from other Microsoft offerings.
• Familiarity with Windows 365 deployment, management, and support.
• Cloud Concepts:
  • Basics of cloud computing, including Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS).
  • Microsoft Azure fundamentals, given that Windows 365 is built on Azure.
• Windows Operating System:
  • Deep knowledge of Windows 10 and Windows 11, including installation, configuration, and troubleshooting.
  • Familiarity with Windows updates, patches, and security features.
• Superior communication and interpersonal skills, able to inspire team members and drive them towards achieving and surpassing targets.
• Adaptability and flexibility, capable of thriving in a fast-paced, 24x7 global operation.
• Understanding of Product Led Growth concept.
• A deep-seated passion for technology, especially Microsoft products, and a commitment to fostering the growth and development of your team.

Additional information

What We Offer:

• The flexibility to work remotely from anywhere in the world, within a company that prizes diversity, inclusion, and the well-being of its staff.
• A role that presents both challenges and rewards, where your contributions have a direct impact on our clients' success and our company's growth.
• A dynamic team environment, rich with opportunities for professional advancement and personal growth.
• A competitive compensation package that reflects your experience and the value you bring to our team.