Technical Lead Operations - M 365

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Requirements:

• Proven people management and leadership skills.
• Excellent oral and written communication skills.
• Strong analytical skills for investigating and resolving customer support tickets.
• Ability to mult-task efficiently under time pressure.
• Graduate with a minimum of 4-6 years of experience in a technical leadership role in Technical Support.
• Good knowledge of MS Office.

Responsibilities:

• Oversee daily operations of technical support engineers and participate actively in the team.
• Act as a mentor, providing coaching, training, and being the point of contact for technical escalations.
• Record and track team SLAs and workflows, and manage incoming technical support inquiries.
• Assist in creating team KPIs and monitor NSAT scores and productivity.
• Ensure prompt and professional resolution of customer inquiries and review technical support processes for continuous improvement.
• Foster an open communication culture and lead by example.