Description About Gigmo Solutions Pvt. Ltd. Gigmo Solutions Pvt. Ltd is a fast-growing organization with global experience, having presence in several countries like America, Europe, Africa, and Asia. Gigmos 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 (16 GB RAM), Windows 11 Pro , Internet speed- min 50 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 in timely 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