Remote Operations Lead - Tech Support Strategy & Growth

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

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.