Operations Manager - Microsoft M365

Gigmo Solutions Pvt. Ltd.; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Gigmo Solutions Pvt. Ltd. is seeking an experienced Operations Head/Manager for the Technical Support domain (Microsoft M365). This remote role requires strong leadership, analytics, and negotiation skills to drive service excellence in a global, fast-paced environment.

You will shape policies with senior management, optimize processes, manage a team, and engage clients through strategic presentations (MBR/QBR). Rotational shifts across NOAM/EMEA/LATAM may apply.

Qualifications

• Must have at least 8 years of experience as operation head/manager in Technical Support (Microsoft M365).
• Experience with Concierge LOB is preferred.
• Work Location: Remote / Work from Home.
• Shift Timings: Rotational (NOAM/EMEA/LATAM; Graveyard).

Responsibilities

• Demonstrate strong leadership and analytical skills with business acumen in a fast-paced environment.
• Develop strategies with senior management and create policies aligning with organizational goals.
• Implement effective processes and standards across the team.
• Collaborate with subordinate and senior management on negotiations and influential matters.
• Manage team operations, create new solutions, and adapt existing methods as needed.
• Communicate team goals and deliverables; keep the team updated on changes.
• Prepare client presentations (MBR/QBR) and understand business needs and growth.
• Provide guidance to Management Trainees and mentor junior staff.
• Engage clients effectively and maintain relationships to support NSAT metrics.
• Induct new joiners (Engineers and Team Leaders) on technical support processes.
• Oversee changes, risk communications, and dependencies with stakeholders.
• Drive performance management, career development, and retention.

Skills

Leadership

Negotiation

Process improvement

Client handling

Team management

MS 365

Education

Graduate degree

Job description

AboutGigmoSolutions Pvt. Ltd.

GigmoSolutions Pvt. Ltd is a fast-growing organization with global experience, having presence in several countries like America, Europe, Africa, and Asia. Gigmo aims to transform customer support domain by leveraging curated Gig workforce across the globe and using cutting edge AI technologies for increased support efficiency at reduced cost and enhanced flexibility.

Website: https://Gigmos.com

LinkedIn: https://www.linkedin.com/company/14543064

Hardware Pre-requisites: - Laptop (16GB RAM), Windows 11Pro,Internet speed- min50 MBPS upload and download

Please note that candidates must be having minimum of 8+ years of experience as operation head/manager in Technical Support process (Microsoft M365)

Role and Responsibilities:

You demonstrate solid leadership and analytical skills, exhibit strong business acumen, as well as commitment to productivity. You are a self-starter, go-getter, proactive and could learn and perform in a fast-paced environment. You are dynamic, result oriented and could drive results through others, possess strong analytical and negotiation skills and excellent process orientation.

• Creating strategies with senior management and develop policies that will correlate with the organization goal.
• implementing effective processes and standards.
• Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters.
• You are required to manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures
• You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change
• To prepare the presentation for the client, highlight the challenges, raise the requirement/support if needed. A thorough understanding of business need and business growth.
• You will be responsible for providing guidance to our in-house Management Trainee
• Must have experience in client handling, should be able to engage client efficiently, presenting MBR, QBR is preferred.
• Should keep a close track of the NSAT Scores and the productivity of the team members
• You are required to induct new joiners i.e Engineers and Team Leader about the technical support process.
• Responsible for management of critical and complex changes wherever applicable
• Initiate and drive continuous service improvement plans.
• Identification and communication of potential risks and dependencies intimely manner to stake holders
• Responsible for Performance management, career development and retention of the team members
• Should have an innovative and transformational mindset to identify opportunities to optimize processes

Qualifications and Experience

• Graduate with minimum 8 years of Experience as operation head/manager in Technical Support process (Microsoft M365)
• Concierge LOB is preferred.
• Work Location- Remote opportunity (Work from Home)
• Shift Timings - Rotational (As per business need, It can be NOAM, EMEA, LATAM, Graveyard