M365 Operations Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Assist operations and Agents during assigned shifts to achieve set SLAs.

• Perform weekly audits of tickets, evaluating Agents’ technical and soft skills application.

• Evaluate the quality of ticket resolutions and implement enhancements within designated timelines.

• Oversee daily operations, escalations, and general Agent requirements during time zone coverage.

• Carry out regular evaluations of Agent performance.

• Offer leadership, mentorship, insights, and feedback to Agents and Microsoft Operations Management.

• Assess internal candidates for their technical and soft skills as required for role transitions.

• Evaluate the capabilities of potential candidates for the pipeline.

• Ensure Agents fulfill contract obligations with respect towards customers.

• Investigate incidents involving disrespectful or unprofessional treatment of customers and report findings to Microsoft Operations Management.

• Liaise with Upwork regarding talent requirements.

⛳️ Requirements

• Proven experience in Microsoft 365 administration support.

• Previous experience managing customer support teams.

• A laptop/PC with dual boot capability, including a project-specific environment.

• Windows 11 Pro that is compatible, activated with a legitimate product key, and has the latest updates installed.

• At least 16GB of RAM.

• Intel 8th generation (Coffee Lake/Newer) or an equivalent AMD processor.

• TPM 2.0 is mandatory.

• Minimum of 160GB SSD with 64GB of free space available for partitioning.

• A LAN connection is required; WiFi is not permitted for connecting to provided systems and tools.

• A minimum internet speed of 50 Mbps upload/download.

• No third-party antivirus software; only the latest version of Microsoft Defender is permitted.

• A Microsoft Teams-compatible webcam with a minimum resolution of 720p.

• A USB 3.0 Microsoft Teams-compliant microphone and headset equipped with background noise cancellation.

• At least one monitor with a resolution of 1368x720 or higher.

🏝️ Benefits

• Employees have the option to work remotely.

• Freelancers are responsible for providing their own tools at their own expense.

• Dual monitors are strongly recommended and preferred.