Team Lead- Copilot Support

Copilot Support Team Lead:

Role Summary

Key Responsibilities

• · Lead and mentor the support team.
• · Act as primary escalation point for complex issues.
• · Monitor SLAs, ticket quality, and user satisfaction.
• · Coordinate with IT, Security, and Microsoft 365 teams.
• · Drive root-cause analysis and process improvements.
• · Provide support metrics and adoption reports.

Requirements

• · 5+ years of IT Support or Microsoft 365 support experience.
• · 2+ years of people leadership experience.
• · Strong knowledge of Microsoft 365 ecosystem.
• · Experience handling escalations and incident management.
• · Excellent stakeholder management and communication skills.
• Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.