Operations Manager - Microsoft M365

About Gigmo Solutions

Role Overview

Qualifications and Experience

• Graduate with at least 8 years of experience as an operations head or manager in a Microsoft M365 technical support process.
• Client-handling experience is required; MBR and QBR presentation experience is preferred.
• Experience in the Concierge line of business is preferred.
• Candidates must have a laptop with at least 16 GB RAM, Windows 11 Pro, and internet speed of at least 50 Mbps upload and download.

Role and Responsibilities

• Create strategies and policies with senior management that correlate with organizational goals.
• Implement effective processes and standards and manage team operations.
• Collaborate with subordinate and senior management on significant matters involving negotiation and influence.
• Communicate team goals, deliverables, strategic direction, and changes to team members.
• Prepare client presentations, highlight challenges, and raise support requirements when needed.
• Guide management trainees and induct engineers and team leaders into the technical support process.
• Track NSAT scores and team productivity.
• Manage critical and complex changes and drive continuous service improvement plans.
• Identify and communicate risks and dependencies to stakeholders.
• Manage performance, career development, retention, and process optimization opportunities.

Workplace

• This is a remote, work-from-home opportunity.

Shift Schedule

• Rotational shifts apply according to business needs and may include NOAM, EMEA, LATAM, or graveyard shifts.