Support Escalation Manager, Incident Manager - CTJ - Top Secret

Microsoft•Columbia, MD

About The Position

Support Escalation Manager - Incident Manager acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to the improve customer support experience for a customer or group of customers. Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution. Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes. Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes. The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources – including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment – Civilian, Defense, or Intelligence community. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Requirements

Master's Degree in technology, business, or related field AND 1+ year(s) technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 2+ years technology industry, customer service, or related experience OR 5+ years technology industry, customer service, or related experience OR equivalent experience.
Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role.
The successful candidate must have an active U.S. Government Top Secret Security Clearance.
This position requires successful verification of the stated security clearance to meet federal government customer requirements.
This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
This position requires verification of U.S. citizenship due to citizenship-based legal restrictions.
Strong customer support skills.
Able to work independently and own Customer relationships.
Values teamwork and collaboration, builds effective relationships, and respects diverse perspectives.
Able to adapt communication style to audience, and seeks collaborative efforts
Handles ambiguity confidently and acts with intention to achieve results.
Understands the impact of their behavior and communication on others.
Eager to develop new abilities and develop skills and knowledge.

Nice To Haves

Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience OR equivalent experience.
Experience working with Microsoft products and services.
Currently reside in the DMV

Responsibilities

Manage reactive support for Federal customers under Microsoft Support Unified Agreements, driving efficient case progress and rapid resolution.
Conduct regular reviews of internal reactive cases to assess status and health.
Assist with high-risk escalations by gathering and analyzing information to support the customer.
Build strong relationships to resolve cases efficiently.
Coordinates with Account teams and manages customer support.
Communicates clearly and promptly.
Collaborates to influence decisions.
Flags systemic issues and process gaps.
Recommend process and tool improvements.
Sets clear support expectations and champion Microsoft Support offerings.
Provide trend analysis and proactive recommendations.
Accelerate case resolution.
Detect potential issues to enhance customer environments and promote resiliency.
Support by offering proactive guidance.