Operation Manager - Microsoft M365

4 weeks, 2 days ago
Lead
Customer and Technical Support
Gigmos

Gigmos

Gigmos specializes in curating highly skilled gig workers to provide efficient and cost-effective customer support solutions through an online platform, leveraging artificial intelligence to enhance service delivery and reduce operational costs.

Internet Software & Services
51-250
Founded 2018

Description

  • Manage team operations and oversee day-to-day technical support delivery.
  • Create strategies and policies with senior management that align with organizational goals.
  • Implement effective processes, standards, and improvements across the support function.
  • Collaborate with subordinate and senior management on negotiations and significant operational matters.
  • Set and communicate team goals and deliverables, and keep the team informed of changes.
  • Provide guidance and support to the in-house Management Trainee.
  • Monitor NSAT scores and team productivity closely.
  • Induct new Engineers and Team Leaders into the technical support process.
  • Manage critical and complex changes as needed.
  • Drive continuous service improvement initiatives and identify opportunities to optimize processes.
  • Identify and communicate risks and dependencies to stakeholders in a timely manner.
  • Lead performance management, career development, and retention efforts for team members.

Requirements

  • Graduate degree required.
  • Minimum 8+ years of experience as an operations head/manager in a technical support process.
  • Experience with Microsoft M365 technical support.
  • Concierge LOB experience is preferred.
  • Strong leadership, analytical, negotiation, and process orientation skills.
  • Ability to work in a fast-paced environment and drive results through others.
  • Must have a laptop with 16 GB RAM and Windows 11 Pro.
  • Minimum internet speed of 50 MBPS upload and download.
  • Work-from-home availability.
  • Rotational shift availability.

Interested in this position?

Apply directly on the company website

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