M365 Team Lead

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

📋 Description

• Oversee a POD comprised of M365 Ambassadors

• Conduct final interviews for prospective hires

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

• Identify and assist underperforming agents through tailored coaching plans

• Ensure team presence during shifts and availability of team members

• Communicate organizational updates and decisions from upper management

• Cultivate a team atmosphere that reflects Microsoft’s service excellence standards

• Oversee case intake, triage, and resolution processes in the queue

• Address and take action on idle cases that remain untouched for several days

• Respond swiftly to Microsoft traction requests requiring escalated attention

• Review and document MIRC feedback pertaining to all DSAT cases

• Investigate and report on poor escalation requests utilizing the SME tracker

• Complete PCMS reports on prolonged and high-risk tickets

• Conduct regular identity checks to swiftly address any identity breaches

• Provide insights on team performance, process deficiencies, and customer trends

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

⛳️ Requirements

• Must have freelancer status

• Responsible for providing personal tools at own expense, including necessary hardware and software

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

• Must be compatible with Windows 11 Pro, with the latest updates installed and activated using a legitimate product key

• Minimum of 16GB RAM required

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

• Trusted Platform Module (TPM) version 2.0 is necessary

• Minimum 160GB SSD with 64GB of free partition space

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

• Must have a minimum internet speed of 50 Mbps for upload/download

• Third-party antivirus software is not allowed; only Microsoft Defender with the latest update is permitted

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

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

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

🏝️ Benefits

• Employees have the flexibility to work remotely

• Freelancers must provide their own tools at their own expense, including necessary hardware and software

• Dual monitors are highly recommended and preferred