Operations Manager - Microsoft M365

Gigmo Solutions

3d•Remote

About The Position

Gigmo Solutions Pvt. Ltd. is hiring an Operations Manager for its Microsoft M365 technical support process. This remote, work-from-home role requires at least 8 years of experience as an operations head or manager in a technical support process, preferably in the Concierge line of business. The manager will lead team operations, align activities with organizational goals and senior management’s strategic direction, and drive productivity, service quality, and business growth. The role involves client engagement and presentations, monitoring team NSAT scores and productivity, onboarding engineers and team leaders to the technical support process, and guiding an in-house Management Trainee. The manager will also oversee critical and complex changes, identify and communicate risks and dependencies, and initiate continuous service improvement and process optimization. Work hours are rotational according to business needs and may cover NOAM, EMEA, LATAM, or graveyard shifts. Candidates must provide their own laptop with 16 GB RAM and Windows 11 Pro, as well as an internet connection with minimum upload and download speeds of 50 Mbps.

Requirements

Graduate degree or equivalent graduate qualification.
At least 8 years of experience as an operations head or manager in a technical support process for Microsoft M365.
Strong leadership, analytical, and business-acumen skills, with a commitment to productivity.
Self-starter who is proactive and able to learn and perform in a fast-paced environment.
Dynamic, results-oriented approach and ability to drive results through others.
Strong negotiation skills and excellent process orientation.
Experience in client handling and the ability to engage clients efficiently.
Ability to understand business needs and support business growth.
Ability to use a laptop with 16 GB RAM and Windows 11 Pro and an internet connection with minimum 50 Mbps upload and download speeds.

Nice To Haves

Experience in the Concierge line of business.
Experience presenting MBRs and QBRs.

Responsibilities

Create strategies with senior management and develop policies aligned with organizational goals.
Implement effective processes and standards.
Collaborate with subordinate and senior management, negotiating and influencing on significant matters.
Manage team operations and create new solutions, leveraging or adapting existing methods and procedures as needed.
Understand senior management’s strategic direction, communicate team goals and deliverables, and keep the team updated on changes.
Prepare client presentations, highlight challenges, and raise requirements or requests for support when needed.
Provide guidance to the in-house Management Trainee.
Handle clients and engage with them effectively; present MBRs and QBRs where applicable.
Closely track NSAT scores and team-member productivity.
Induct new engineers and team leaders into the technical support process.
Manage critical and complex changes where applicable.
Initiate and drive continuous service improvement plans.
Identify and communicate potential risks and dependencies to stakeholders in a timely manner.
Manage team-member performance, career development, and retention.
Identify opportunities to optimize processes through an innovative and transformational approach.