M365 Operations Lead

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

📋 Description

• Assist operations and Agents during designated shifts to achieve set SLAs

• Conduct weekly audits of tickets for both technical and soft-skill applications

• Evaluate ticket-resolution quality and implement enhancement solutions within designated timelines

• Oversee daily operations, handle escalations, and address Agents’ general requirements

• Perform regular performance assessments of Agents

• Offer team leadership, mentorship, insights, feedback, and support to Agents

• Evaluate internal candidates' technical and soft skills for role transitions

• Assess the capabilities of prospective candidates entering the pipeline

• Ensure Agents fulfill contract obligations respectfully towards clients

• Analyze and report customer-disrespect incidents to Microsoft Operations Management

• Communicate personnel needs to Upwork

• Assist in enhancing Agents’, customer support, and Microsoft services experience

⛳️ Requirements

• Experience providing support for Microsoft 365 administration

• Background in managing customer support teams

• Laptop/PC with dual boot: personal/work partition and project-specific environment

• Windows 11 Pro compatible, activated with a legitimate product key, and equipped with the latest updates

• Minimum 16GB of RAM

• Intel 8th generation (Coffee Lake or newer) processor or an equivalent AMD processor

• Trusted Platform Module (TPM) 2.0

• At least 160GB SSD with 64GB of free partition space

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

• Minimum internet speed of 50 Mbps for both upload and download

• No third-party antivirus; only Microsoft Defender with the latest updates is allowed

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

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

• At least one monitor with a minimum resolution of 1368x720

🏝️ Benefits

• Remote work is allowed

• Hardware and software/tools provided by freelancers at their own expense

• Strongly recommended to have dual monitors