M365 Transition Engineer

Sanderson Government & Defence; Milton Keynes; Hybrid; GBP 72,000 - 94,000; Full time

Job summary

Sanderson Government & Defence seeks an experienced M365 Transition Engineer in Milton Keynes, working in a hybrid setup. The role focuses on service stabilisation, knowledge transfer, mentoring, and capability uplift within a busy defence IT environment.

You will lead 2nd Line Microsoft 365 support, reduce escalations, and improve incident resolution across Exchange Online, Teams, SharePoint Online, and related services.

Qualifications

• Strong operational experience across Microsoft 365 environments.
• Experience handling incidents and service management processes.
• Ability to mentor and transfer knowledge within a mature 2nd line support team.

Responsibilities

• Provide specialist support for complex Microsoft 365 incidents, requests, and operational issues.
• Increase 2nd Line support throughput and technical capability.
• Improve incident triage, diagnosis, and resolution processes.
• Reduce service backlog and improve time-to-resolution metrics.
• Improve first-time and 2nd Line resolution rates across Microsoft 365 technologies.
• Minimise escalations to 3rd Line through enhanced troubleshooting and escalation quality.
• Support major incident management and service stabilisation activities.
• Create and maintain operational docs: Run books, SOPs, troubleshooting guides, knowledge articles.
• Deliver structured knowledge transfer via mentoring, coaching, pairing, and clinics.
• Drive continuous service improvement within Microsoft 365 support.

Skills

Microsoft 365 Administration

Exchange Online

Microsoft Teams

SharePoint Online

OneDrive

Azure Active Directory/Entra ID

Microsoft Intune

Identity and access management

Incident management

Documentation development

Job description

M365 Transition Engineer
Milton Keynes - Hybrid
£450 a day Inside IR35
Requires Active DV Clearance

The Opportunity

We are seeking an experienced M365 Transition Engineer to support a high-profile Defence programme, working within a busy operational support environment. This role is centred around service stabilisation, knowledge transfer, mentoring, and capability uplift, helping to strengthen 2nd Line support functions while improving Microsoft 365 service performance across a complex and secure estate.

You will be embedded within the 2nd Line team, providing technical leadership and hands‑on support for Microsoft 365 services, reducing escalation volumes and enhancing the team's ability to resolve incidents effectively and efficiently.

This is an excellent opportunity for an experienced M365 professional who enjoys combining technical expertise with mentoring and service improvement activities.

Key Responsibilities

• Provide specialist support for complex Microsoft 365 incidents, requests, and operational issues.
• Increase 2nd Line support throughput and technical capability.
• Improve incident triage, diagnosis, and resolution processes.
• Reduce service backlog and improve overall time-to-resolution metrics.
• Improve first-time and 2nd Line resolution rates across Microsoft 365 technologies.
• Minimise avoidable escalations to 3rd Line support teams through enhanced troubleshooting and escalation quality.
• Support major incident management and service stabilisation activities.
• Create and maintain operational documentation, including:
  • Run books
  • Standard Operating Procedures (SOPs)
  • Troubleshooting guides
  • Knowledge articles
• Deliver structured knowledge transfer through:
  • Team mentoring
  • Technical coaching
  • Pairing sessions
  • Support clinics
• Drive continuous service improvement initiatives across the Microsoft 365 support function.

Experience Required

We are interested in candidates with strong operational experience across Microsoft 365 environments, including:

• Microsoft 365 administration and support
• Exchange Online
• Microsoft Teams
• SharePoint Online
• OneDrive
• Azure Active Directory / Entra ID
• Microsoft Intune
• Identity and access management
• Incident, problem, and service management processes
• Documentation development and operational knowledge management

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.