M365 Team Lead

The Team Lead is responsible for managing a POD (group of M365 Ambassadors), ensuring operational performance, fostering team engagement, and maintaining high-quality service for Microsoft customers.

Job Description

Responsibilities: 

Leadership & People Management

• Conduct Final Interviews for potential new hires.

• Perform biweekly 1:1 coaching with each Ambassador.

• Investigate and support underperforming agents through coaching plans.

• Ensure shift presence and availability of team members.

• Share organizational updates and decisions from higher management.

• Foster a team environment that aligns with Microsoft’s service excellence.

Operational Excellence

• Supervise intake of cases in the queue, ensuring proper triage and resolution. 

• Prevent and take action on idle cases (cases untouched for multiple days).

• Respond promptly to traction requests from Microsoft for escalated attention.

• Review and document MIRC feedback for all DSAT.

• Investigate and report bad escalations requests based on the tracker set up by SMEs.

• Fill in the PCMS report on the long runners and high risk tickets.

• Perform regular identity checks with their team members to ensure identity breaches are addressed at the earliest possible.

Strategic Contribution

• Share regular insights on team performance, process gaps, and customer trends.

• Collaborate with other Team Leads and Operations Leads on improving POD performance.

Qualifications

• Experience managing a team of aprox 9 - 16 people
• Proven people-management and coaching skills
• Experience conducting interviews and candidate selection
• Ability to conduct regular 1:1 coaching sessions and performance dicussions
• Experience managing underperformance and creating/supporting coaching or improvement plans
• Strong communication and leaderhip skills
• Ability to motivate and engage team member and promote a positive team culture
• Experience in customer support/technical support operations
• Understanding of a case/queue management including triage, prioritizations and resolution
• Ability to monitor operational performance and ensure SLA/service level adherence
• Experience handling escalations, high-risk or ling-running cases
• Ability to analyze customer dissatisfaction (DSAT) and feedback
• Experience identifying pricess gaps, operational risk and performance issues
• Strong attention to details when reviewing and documenting cases
• Ability to analyze team performance and customer trends
• Experience preparing or maintaining operational reports and trackers
• Ability to identify recurring issues and provide actionable insights
• Strong organizational skills and ability to manage multiple priorities
• Understanding of data confidentiality and customer information protection
• Ability to follow and enforce identity verification/security procedures
• Awarness of potential identity or security breaches and ability to take appropriate action
• Ability to collaborate effectively with other departments
• Ability to communicate organizational changes and management decision clearly to the team
• Strong stakeholder-management skills
• Ability to work during agreed core hours and provide consistent shift coverage
• Ability to actively monitor team during shift
• Ability to work independently while maintaining strong communication with the leadership

Freelancer Hardware and Network Requirements

The Freelancer will provide their own tools at their own expense, including necessary hardware and software, and further agrees that the freelancer’s tools will meet the following device and tool requirements. Accepting this agreement without meeting these requirements will be considered a material breach and possible grounds for terminating the agreement:

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 compatible (latest updates installed and activated with a genuine product key).

• Memory: Minimum of 16GB RAM

• Processor: At least Intel 8th generation (Coffee Lake / Newer) or equivalent in AMD.

• Module: Trusted Platform Module (TPM) 2.0 version is required.

• Storage: Minimum of 160GB SSD with 64 GB free space for the partition.

• Network: LAN (local access network) required. Freelancers will not connect to the provided systems and tools using WiFi.

• Internet Speed: Minimum of 50 Mbps upload/download speed.

• Antivirus: No 3rd-party antivirus software installed. Only Microsoft Defender is allowed with the latest update.

• Webcam: Required and must be Microsoft Teams compatible with at least 720p resolution.

• Microphone and Headset: Required and must be USB type 3.0, Microsoft Teams compliant, with background noise cancellation.

• Monitor: Strongly suggest and prefer that freelancers use dual monitors. At least one monitor is required to have at least 1368x720 or higher resolution.