M365 Team Lead

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

📋 Description

• Oversee a team of M365 Ambassadors

• Conduct final interviews for prospective hires

• Facilitate biweekly one-on-one coaching sessions with each Ambassador

• Investigate and assist underperforming agents through tailored coaching plans

• Ensure team presence during shifts and member availability

• Communicate organizational updates and decisions from upper management

• Cultivate a team environment that aligns with Microsoft’s service excellence standards

• Supervise case intake, triage, and resolution within the queue

• Address and take action on idle cases

• Respond to Microsoft traction requests requiring escalated attention

• Review and document MIRC feedback for all DSAT cases

• Investigate and report inappropriate escalation requests using the SME tracker

• Complete PCMS reports on long-standing and high-risk tickets

• Carry out regular identity checks to promptly address identity breaches

• Share insights regarding team performance, process gaps, and customer trends

• Collaborate with Team Leads and Operations Leads to enhance POD performance

⛳️ Requirements

• Freelancer must procure necessary hardware and software at their own cost

• Laptop/PC must support dual boot: personal/work partition and project-dedicated environment

• Must be compatible with Windows 11 Pro, updated, activated, and using a genuine product key

• A minimum of 16GB RAM is required

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

• TPM 2.0 is mandatory

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

• A LAN connection is required; WiFi may not be used to access provided systems and tools

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

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

• A Microsoft Teams-compatible webcam with at least 720p resolution is needed

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

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

• Dual monitors are highly recommended and preferred

🏝️ Benefits

• Employees have the option to work remotely

• Freelancer is responsible for providing their own tools at their own expense