Responsibilities

• The M365 team supports online and cloud applications for premier M365 customers. Our Fairfax group requires U.S. citizenship and a background check/clearance.
• As part of the M365 team, you will spend much of your time collaborating with your team to bring cases to resolution.
• Some cases will be transferred to a higher tier of support. Support Engineers will work with peers, Tech Leads, Subject Matter Experts, and Technical Advisors from Microsoft. However, you should also be able to work independently, learn the product and make troubleshooting decisions on your own.  

This role will:

•  Ensure that all targets and SLAs are met at a global level.
•  Deliver the business plan, aligning customer and Tek Experts strategy while maximizing operational excellence.
•  Establish and monitor operational processes to meet or exceed customer expectations and ensure high customer satisfaction.
•  Implement process improvements, including change management, to enhance performance for clients or reduce costs for the company.
•  Ensure the right balance of resources to maintain service delivery within agree-upon budgets.
•  Drive business strategy for your site to maximize operational excellence in accordance with the overall organizational strategy.
•  Implement operational processes to successfully manage site activities and seek out cost-effective solutions that improve strategic and tactical operations.
•  Coach, mentor and inspire the first line management team to live the Tek Experts values and achieve high employee engagement, to work with people, to structure teams, and to evaluate team performance. Lead resource   planning processes that grow internal talent and create contingencies for short-term capacity gaps.
•  Develop and implement KPIs to measure effectiveness and ensure business goals are met.
•  Build managerial capability within the management team and pipeline related to the employee lifecycle.

Qualifications

M365 is a good fit for you if:

•  You have experience with technical support, Microsoft Exchange, Outlook, Teams, online/cloud tools, hybrid environments, or mobile operating systems.
•  You love technology, understand it and are adept at using it.
•  You’re able to adapt quickly as situations change.
•  You’re empathetic and advocate for our customers.
•  You’re customer-obsessed, take the initiative, and exceed expectations.
•  You’re proficient in both written and oral English.  

In this role:

•  5 10 years of experience in technical support, software support, IT operations or infrastructure services are required, with at least 3 years of managing teams.
•  A bachelor’s or master’s degree in business administration, projects, economics or a related field is preferred.
•  Experience in supporting cloud-based technologies is helpful.
•  Excellent understanding of technology-based environments and solutions is required.
•  Certification in MS Azure, MCSE, CCNP, Linux, and/or in the core team technologies is preferred.
•  Strong organizational, planning, leadership, and management skills to motivate and develop employees are required.