M365 Operations Lead / 12 hours ago

About the Role

The Freelancer will utilize their experience in Microsoft 365 administration support and in managing customer support teams to lead their designated shift team in providing high-quality technical support to Microsoft’s clients.

Responsibilities

• Support operations and Agents to meet established SLAs during assigned shifts.
• Meet weekly deadlines for ticket auditing, assessing technical and soft skills, and implementing improvements within the specified timeline.
• Manage day-to-day operations, escalations, and general needs of Agents, including time zone coverage and performance evaluations.
• Provide team leadership and mentorship to Agents per time zone.
• Offer insights based on Agent knowledge and previous experience.
• Screen internal candidates on technical and soft skills for role changes and assess potential pipeline candidates.
• Ensure Agents complete contract deliverables with respect for customers; analyze and report incidents of disrespect or unprofessional behavior to Microsoft Operations Management for potential termination of access.
• Provide feedback and insights to Microsoft Operations Management to improve Agents’, customer support, and Microsoft services experiences.
• Communicate with Upwork regarding talent needs.

Requirements

Hardware and Network Requirements

The Freelancer will provide their own tools at their own expense and must meet the following device and tool requirements:

• A laptop/PC with dual boot:
  • Boot 1: Personal and work partition.
  • Boot 2: Environment dedicated to the project.
• Operating System: Windows 11 Pro (latest updates installed and activated with a genuine product key).
• Memory: Minimum of 16GB RAM.
• Processor: At least Intel 8th generation (Coffee Lake or newer) or equivalent AMD.
• Module: Trusted Platform Module (TPM) 2.0 required.
• Storage: Minimum of 160GB SSD with 64GB free space for the partition.
• Network: LAN (local access network) required; WiFi is not permitted for connecting to provided systems and tools.
• Internet Speed: Minimum of 50 Mbps upload/download speed.
• Antivirus: No third-party antivirus software; only Microsoft Defender with the latest update is allowed.
• Webcam: Required, Microsoft Teams compatible, with at least 720p resolution.
• Microphone and Headset: Required, USB type 3.0, Microsoft Teams compliant, with background noise cancellation.
• Monitor: Dual monitors strongly preferred; at least one monitor required with a minimum resolution of 1368x720.