Technical Lead- Microsoft 365

 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 ...