M365 Team Lead

Job not on LinkedIn

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Lifted

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

🏥 Healthcare

👥 HR Tech

📋 Compliance

💰 $6.2M Series A - Lifted on 2021-06

Healthcare • HR Tech • Compliance

Lifted is a platform for health and social care providers that streamlines recruiting, onboarding, sponsorship and ongoing compliance. The product offers access to pre-screened care workers, automated background and right-to-work checks, digital training and audit-ready records, Certificate of Sponsorship and visa application support, and real-time compliance dashboards and alerts. It is built to help care employers hire, sponsor and stay audit-ready with embedded immigration and compliance workflows.

📋 Description

• Manage a POD of M365 Ambassadors and ensure operational performance, team engagement, and high-quality service for Microsoft customers • Conduct final interviews for potential new hires • Perform biweekly 1:1 coaching sessions with each Ambassador • Investigate and support underperforming agents through coaching plans • Ensure shift presence and team-member availability • Communicate organizational updates and management decisions • Supervise case intake, triage, prioritization, and resolution in the queue • Prevent and act on idle cases • Respond to Microsoft traction requests and escalated-attention requests • Review and document MIRC feedback for all DSAT • Investigate and report bad escalation requests using the SME tracker • Complete PCMS reports on long-running and high-risk tickets • Perform regular identity checks and address identity breaches promptly • Share insights on team performance, process gaps, and customer trends • Collaborate with Team Leads and Operations Leads to improve POD performance • Actively monitor the team during shifts and provide consistent shift coverage

🎯 Requirements

• Experience managing a team of approximately 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 discussions • Experience managing underperformance and creating or supporting coaching/improvement plans • Strong communication and leadership skills • Ability to motivate and engage team members and promote a positive team culture • Experience in customer support or technical support operations • Understanding of case/queue management, including triage, prioritization, and resolution • Ability to monitor operational performance and ensure SLA/service-level adherence • Experience handling escalations, high-risk, or long-running cases • Ability to analyze customer dissatisfaction (DSAT) and feedback • Experience identifying process gaps, operational risks, and performance issues • Strong attention to detail 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 • Awareness 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 decisions clearly to the team • Strong stakeholder-management skills • Ability to work during agreed core hours and provide consistent shift coverage • Ability to actively monitor the team during shifts • Ability to work independently while maintaining strong communication with leadership • Freelancer must provide their own tools at their own expense • Dual-boot laptop/PC required, with a personal/work partition and a project-dedicated environment • Windows 11 Pro compatible, fully updated and activated with a genuine product key • Minimum 16GB RAM • Intel 8th generation (Coffee Lake) or newer, or equivalent AMD processor • TPM 2.0 required • Minimum 160GB SSD with 64GB free space for the partition • LAN connection required; WiFi may not be used to connect to provided systems • Minimum 50 Mbps upload/download internet speed • No third-party antivirus; Microsoft Defender only, fully updated • Microsoft Teams-compatible webcam with at least 720p resolution • USB 3.0 Microsoft Teams-compliant microphone and headset with background-noise cancellation • At least one monitor with 1368x720 resolution or higher

🏖️ Benefits

• Remote work option • Freelancer provides own hardware and software at their own expense • Strongly suggested use of dual monitors