Technical Manager - Operations(Office 365)

EXPERIENCE:
years of IT experience, including 3+ years in Windows, office 365, service desk, support management, or service delivery leadership roles
RESPONSIBILITIES (INCLUDES ALL TASKS):
- Own and manage Service Desk operations, ensuring prompt resolution of incidents, fulfilment of requests, and high-quality end-user support in alignment with business and contractual expectations.
- Oversee delivery and optimization of Microsoft 365 services (Exchange Online, Teams, SharePoint, Intune).
- Design, implement, and monitor adherence to SLAs and KPIs; analyze service data and produce management reports on service quality, performance trends, and compliance metrics
- Develop, execute, and track Service Improvement Plans (SIPs) that drive measurable enhancements in service delivery, process efficiency, and user experience.
- Champion ITIL-aligned processes for incident, request, change, and knowledge management.
- Engage with stakeholders, vendors, and e...