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Job Responsibilities

Team Coordination & Leadership

• Coordinate and oversee the daily activities of the Microsoft 365 support team, ensuring effective workload distribution and coverage. 
• Act as the primary escalation point for complex or high-impact incidents, providing guidance and technical direction. 
• Mentor and support team members, fostering professional development, knowledge sharing, and continuous improvement. 
• Monitor individual and team performance against SLAs, KPIs, and operational targets.

Service Coordination 

• Ensure service quality and operational excellence across Microsoft 365 services, including: 
  • Exchange Online 
  • Microsoft Teams 
  • SharePoint Online 
  • OneDrive for Business 
  • Entra ID (Azure AD) 
• Oversee incident, service request, and problem management processes, ensuring compliance with SLAs and priority definitions. 
• Collaborate with cross-functional teams (Service Desk, Infrastructure, DevOps, etc.) to ensure seamless end-to-end service delivery. 
• Drive adherence to client-specific policies, procedures, and security standards.

Operational Oversight & Reporting

• Monitor and analyze service performance, identifying trends, risks, and improvement opportunities. 
• Provide regular operational reporting to management and stakeholders, including: 
  • SLA performance 
  • Incident trends 
  • Escalations and risks 
• Act as a communication bridge between the team and management/client stakeholders. 

Technical Leadership

• Provide guidance on advanced troubleshooting and support activities, including: 
  • Mail flow and transport issues 
  • Teams policies and voice configurations 
  • SharePoint permissions and site issues 
  • Identity and authentication (MFA, Conditional Access, SSO) 
• Ensure best practices are followed in the use of Microsoft 365 admin tools, PowerShell, and diagnostic utilities. 
• Support major incidents and critical escalations with hands-on involvement when required.

Continuous Improvement

• Identify and implement process improvements to optimize service delivery and team efficiency. 
• Promote automation, standardization, and documentation of recurring tasks and solutions. 
• Encourage a culture of continuous learning and staying up to date with Microsoft 365 developments. 
• Contribute to building a knowledge base and improving internal documentation.

Job Requirements

Experience & Technical Skills

• Strong experience with Microsoft 365 services and administration: 
  • Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID 
• Solid understanding of: 
  • Identity and access management (MFA, Conditional Access, SSO) 
  • Mail flow, collaboration tools, and permissions models 
• Experience with PowerShell and Microsoft 365 administrative tools. 
• Proven experience in incident, problem, and service request management within an ITSM framework (ITIL preferred). 
• Familiarity with core technologies: 
  • Active Directory 
  • Windows Server & Client OS 
  • DNS 
  • Mobile platforms (iOS/Android) 

Leadership & Soft Skills

• Previous experience in a coordination, senior, or team lead role is preferred. 
• Strong leadership and mentoring abilities, with a focus on team development. 
• Excellent organizational and prioritization skills in a dynamic environment. 
• Strong analytical and problem-solving mindset. 
• Customer-oriented approach with strong stakeholder communication skills. 
• Ability to manage escalations and make decisions under pressure. 

Other Requirements

• Proficiency in English (spoken and written). 
• Understanding of SLAs, KPIs, and service delivery metrics. 
• Flexibility and adaptability in a fast-paced environment. 

Nice to Have

• Experience managing or supporting enterprise-scale environments. 
• Experience in client-facing roles or stakeholder management. 
• Familiarity with service delivery models and operational governance.
• ITIL Foundation (v4) is a strong advantage