Lead, Support M365

3 months ago

Bengaluru, India SherWeb Full time

Location: Work from anywhere - India

Here’s what we do and why we do it.

We work to simplify the cloud for IT professionals so they can focus on what really matters, making their customers’ lives better. Find out how we do that here:.

Here's how you will contribute to the success of the company

Member of the M365 Support department, working from home, your will ensure the planning, coordination and leadership of one of our M365 Support teams. You will play a key role in promoting and establishing a positive work environment focused on people and teamwork, instilling Sherweb values. You will actively contribute to the achievement of the M365 Support department’s goals.

Here's what your day-to-day may look like

Act as the main point of contact for a team of Technical Advisors Directly accountable for the end-to-end performance of your direct reports against all Microsoft 365 business objectives Ensure complete customer satisfaction by respecting Sherweb’s high quality standards and values Monitor team performance to ensure KPIs are met or exceeded, providing real-time feedback and support to ensure efficient case progression and successful resolutions Evaluate individual and team performance and adherence with your direct Manager Provide coaching, set proper goals and share your knowledge with team members to improve their skills Manage supervisor callbacks and files involving dissatisfied clients Recommend and manage disciplinary measures with your direct Manager and Human Resources when necessary Act as the reference in all company projects involving the team Assign regular and specific tasks to team members as needed based on business needs and priorities Stay informed about industry best practices and propose improvements to provide the best customer service Oversee technical training and change management initiatives within the team, ensuring smooth implementation and adoption of new processes or technologies Promote and monitor work-life balance to enhance mental health, motivation and engagement Conduct interviews as required for hiring and ramp plans Participate in weekly and/or monthly Business Reviews when required Maintain and expand your skillset and knowledge through various forms of training and certifications Carry out all other related tasks per the job’s evolution and departmental needs

Here's what you need to have and master to get the job

College or university degree in Administration, IT or equivalent experience 3 to 5 years of experience in management or coordination of technical staff Excellent oral and written communication skills in English Knowledge of Intune (an asset) Must be available to work Monday to Friday (24 hours for EST and IST time zones)

Benefits of working at Sherweb

Sherweb is, above all, an environment where the needs of our customers are at the heart of our actions. We are committed to living our values of passion, teamwork and integrity every day.

A fast-paced work environment that adapts to you

A friendly and diverse work culture with inclusion and equality at heart of our actions State-of-the art technology and tools A results-oriented culture where talent, action, and thinking outside the box are given due recognition Annual salary review based on performance Generous and caring colleagues of various professional and cultural backgrounds

A flexible total compensation offer

Advanced paid hours to recharge your batteries (holidays and mobile days) Flexible benefits plan that adapts to your needs A monthly home internet allowance

Considerable growth opportunities

A career path with opportunities to learn and grow Proximity to your direct manager and open, honest communication to support your development Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career

Last but not least: “Sherweblife” - a rich calendar of activities that allow us to gather virtually throughout the year

Reasons for the requirement of English: Sherweb has international customers and fluency in English is the only way to ensure proper service delivery to them. The main tasks related to this position always require written and oral communication with an English-speaking clientele.

#LI-Remote

 #LI-JL1

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