JOB DETAILS
Technical Lead - Microsoft 365
CompanyGigmo Solutions
LocationIndia
Work ModeRemote
PostedJuly 31, 2026
About The Company
Gigmo Solutions Pvt. Ltd has been founded with the aim to make customer support substantially more efficient with the use of Gig economy and Artificial intelligence.
Gigmo has built a technology platform, Gigmos, that enables us to onboard sharp and motivated Gig workers from anywhere in the world. The platform ensures top quality candidate onboarding by putting every potential candidate through rigorous testing and ID validation process. Once onboarded, we have these people available on-demand on Gigmos platform.
Gigmo Solutions is developing AI based conversational bots that will work in synergy with Gig workers, wherever needed – making Gigmos platform first ever hybrid platform (Human Intelligence + Artificial Intelligence) to use conversational bots and humans in perfect harmony to achieve our mission.
About the Role
Responsibilities
- Responsible for overseeing the daily operations of technical support engineers who are Providing Microsoft 0365 support to business customers of a large global software house as well as participating as an active member of the team.
- Act as a mentor and provide oversight, coaching, and training to technical support engineers and be the point of contact when it comes to technical escalations.
- Record and track team SLAs and workflows and provide support where needed for both internal and external customers.
- Manage and report on all incoming technical support inquiries.
- Assist in the creation of the team KPIs as well as monitor and report on results.
- Be actively involved with the operational delivery keep a close track of the NSAT Scores and the productivity of the team members.
- Monitor team performance and report on metrics.
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
- Review all technical support related processes and documentation for continuous improvement.
- Providing timely feedback to team members and resolve issues.
- Create an open communication culture and an inspiring team environment.
- Lead by Example in professionalism, Communication, and technical Expertise.
Knowledge, Skills and Experience
- Proven people management and leadership skills
- Excellent communicator, both oral and written
- Strong analytical skills to investigate and resolve customer support tickets
- Able to multi-task efficiently under time pressure
- Graduate with minimum 4-6 years of Experience in Technical Support process.
- Must have minimum 1 year of experience as a Technical Leader with Microsoft vendor.
- Should have good knowledge in Microsoft office 365
- Detailed Knowledge on products of Office 365 (Exchange Online, SharePoint, Microsoft Teams)
Requirements
Prior experience of managing Enterprise Team will be preferred
Work Location/Shift Timings-Permanent work from home and you will be required to work in US Shift Timings
CTC- As per Industry Standards
Company Website-www.gigmos.com
Key Skills
Microsoft 365Exchange OnlineSharePointMicrosoft TeamsPeople ManagementLeadershipTechnical SupportCommunicationAnalytical SkillsSLA ManagementKPI MonitoringWorkflow ManagementMentoringCoachingTechnical EscalationsOperational Delivery
Categories
TechnologyManagement & LeadershipCustomer Service & SupportSoftware
Job Information
📋Core Responsibilities
Oversee daily operations of technical support engineers providing Microsoft 365 support while acting as a mentor and point of contact for escalations. Manage team performance metrics, including SLAs and NSAT scores, while ensuring professional and prompt resolution of customer inquiries.
📋Job Type
full time
📊Experience Level
5-10
💼Company Size
318
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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