Operations Manager - Microsoft 365

Overview

Operations Manager for the Microsoft 365 Technical Support process at Gigmo Solutions, leading a remote team and managing client operations.

What you'll do

• Create strategies with senior management and develop policies that correlate with organizational goals.
• Implement effective processes and standards.
• Work with subordinate and senior management levels, involving negotiations and influencing on significant matters.
• Manage team operations, create new solutions, and leverage or adapt existing methods and procedures.
• Understand the strategic direction set by senior management, clearly communicate team goals and deliverables, and keep the team updated on change.
• Prepare client presentations, highlight challenges, and raise requirements or support needs if needed.
• Understand business needs and business growth.
• Provide guidance to the in-house Management Trainee.
• Engage clients efficiently and present MBR and QBR reviews.
• Track NSAT scores and team member productivity.
• Induct new joiners (engineers and team leaders) on the technical support process.
• Manage critical and complex changes wherever applicable.
• Initiate and drive continuous service improvement plans.
• Identify and communicate potential risks and dependencies to stakeholders in a timely manner.
• Manage performance, career development, and retention of team members.
• Identify opportunities to optimize processes with an innovative and transformational mindset.

What you'll need

• Graduate.
• Minimum 8 years of experience as operation head/manager in Technical Support process (Microsoft M365).
• Experience in client handling.
• Strong leadership and analytical skills, business acumen, negotiation skills, and process orientation.

Nice to have

• Concierge LOB experience.
• Experience presenting MBR and QBR.

Details

• Work location: Remote (work from home).
• Shift timings: Rotational, as per business need (NOAM, EMEA, LATAM, Graveyard).
• Hardware prerequisites: Laptop with 16 GB RAM, Windows 11 Pro, internet speed minimum 50 Mbps upload and download.