Operations Manager – Microsoft M365
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Job Description
Operations Manager leading Microsoft M365 technical support operations for Gigmo Solutions. Managing teams, client presentations, performance, risks, and continuous service improvement.
Responsibilities:
- Create strategies with senior management and develop policies aligned with organizational goals
- Implement effective processes and standards
- Collaborate with subordinate and senior management on significant matters involving negotiation and influence
- Manage team operations and create or adapt solutions, methods, and procedures
- Understand and communicate strategic direction, team goals, deliverables, and changes
- Prepare client presentations, highlight challenges, and raise requirements or support needs
- Provide guidance to the in-house Management Trainee
- Handle clients efficiently and present MBR and QBR materials
- Track NSAT scores and team productivity
- Induct new Engineers and Team Leaders into the technical support process
- Manage critical and complex changes where applicable
- Initiate and drive continuous service improvement plans
- Identify and communicate potential risks and dependencies to stakeholders
- Manage performance, career development, and retention of team members
- Identify opportunities to optimize processes through an innovative and transformational mindset
Requirements:
- Minimum of 8+ years of experience as operation head/manager in Technical Support process (Microsoft M365)
- Graduate
- Experience in client handling
- Ability to engage clients efficiently
- Ability to track NSAT scores and team productivity
- Experience inducting Engineers and Team Leaders into the technical support process
- Concierge LOB is preferred
- Rotational shift availability, including NOAM, EMEA, LATAM, and graveyard shifts, as per business need
- Laptop with 16 GB RAM
- Windows 11 Pro
- Internet speed of at least 50 MBPS upload and download
Benefits:
- Laptop (16 GB RAM)
- Windows 11 Pro
- Remote opportunity (Work from Home)
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