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Shakers · 59 minutes ago

Team Lead - Microsoft 365 Technical Support and Advisory Services (Freelancer via Shakers)

United States

Full-time

Remote

Senior Level

Shakers is a company dedicated to delivering unparalleled technical support and advisory services to Microsoft 365 commercial customers. They are seeking a visionary leader to spearhead their global remote team, focusing on service delivery, customer satisfaction, and product-led growth in Microsoft 365 technologies.

Artificial Intelligence (AI)ConsultingFreelanceHuman ResourcesSoftwareVirtual Workforce

Responsibilities

Lead a global, remote team of technical specialists, ensuring top-notch service and adherence to productivity and scheduling standards

Embrace the gig economy's dynamic, fostering a culture of flexibility, innovation, and continuous learning

Drive PLG by empowering your team to harness Microsoft technologies, ensuring alignment with our strategic objectives

Champion diversity and inclusion, creating an environment where every team member feels valued and empowered

Maintain a proactive approach to case management, backlog minimization, and customer satisfaction

Collaborate with Operations Leads to share insights, best practices, and drive continuous improvement across teams

Implement outcome-based performance metrics, ensuring the team's alignment with organizational goals and customer needs

Harnessing Microsoft Technologies: Empower your team to unlock the full potential of Microsoft technologies through dedicated product-led growth interactions

Collaborate with cross-functional teams to align technical support efforts with product-led growth strategies

Ensure 100% proper tracking of case insights related to product adoption and customer success

Ensures min of 80% team insights on product usage and exposition

Assess team capacity with a strategic lens, spearheading initiatives that enhance performance, efficiency, and productivity through innovative experimentation

Create an environment of innovation, collaboration, and continuous improvement, where team members are encouraged to share knowledge, learn collectively, and evolve together

Demonstrate exceptional problem-solving skills, with the ability to anticipate challenges and implement proactive solutions

Exhibit mastery in change management, adeptly guiding your team through technological and procedural shifts

Maintain a relentless focus on technical and service excellence, setting and exceeding industry benchmarks

Engage in strategic planning and execution, ensuring alignment with broader organizational goals and customer needs

Act as a champion for diversity and inclusion, fostering an environment where every team member feels valued, heard, and empowered to contribute

Qualification

Microsoft 365 expertiseProduct-led growth managementRemote team leadershipChange managementAnalytical skillsDiversityInclusionProblem-solvingCommunication skillsInterpersonal skillsAdaptability

Required

Extensive experience in leading high-performing, remote technical support teams, with a profound knowledge of Microsoft 365 technologies

Outstanding leadership capabilities, with a talent for coaching, mentoring, and connecting with a globally dispersed team

A track record of driving customer satisfaction, operational efficiency, and team productivity to unprecedented levels

Advanced analytical skills, with a knack for managing product-led growth trackers and safeguarding data integrity

Superior communication and interpersonal skills, able to inspire team members and drive them towards achieving and surpassing targets

Adaptability and flexibility, capable of thriving in a fast-paced, 24x7 global operation

Understanding of Product Led Growth concept

A deep-seated passion for technology, especially Microsoft products, and a commitment to fostering the growth and development of your team

Freelancer will register their devices with Intune and keep it Intune policy compliant to do work

Implementation of MFA will be required within 30 days upon contract start for MS Security & compliance

Freelancer must adhere to the client's Data Protection Agreement, Code of Conduct Agreement and Security Requirements (including physical and information security policies)

Providing services under this contract from public / shared locations is prohibited

Freelancer agrees to use one single, unique device for conducting support and will not share the device with anyone inside or outside of the project

There is a background check required for this contract

Freelancer will attend the onboarding session and complete each quiz for the pre-onboarding with at least 80% of correct answers

Freelancer agrees to open their cameras during the meeting or other meetings as requested

Freelancer understands that accepting this agreement without such requirements will be considered a ground for terminating the agreement

Computer that is not joined to another company's domain, neither managed by any remote management – inventory systems or tools

Dedicated laptop or PC for this project with no additional work or personal software installed

OR have a PC with DUAL boot, where in boot1 you can have personal and work partition and in boot2 you can have an environment dedicated to the project

OR have an additional USER profile dedicated only for this project, with no other software running

Windows 10 Pro (latest updates installed)

Minimum of 8 GB Ram (16 is recommended)

Core i3 processor (i5 is recommended)

Minimum of 256GB Hard disk (256 SSD is recommended)

LAN (local access network) required

For security requirements, freelancers will not connect to the provided systems and tools using WiFi

A minimum of 25 Mbps download speed & 10 Mbps upload speed

No 3rd-party antivirus software installed

Media devices that are Teams compliant

Microphone/headset with background noise canceling (not a phone headset)

Webcam, preferably compatible with Windows Hello Technology