Requisition Number : 85039
The O365 Desk Manager will provide oversight and leadership to the O365 Team in Manila. You will be the contact point for teammates, and you should be able to act proactively to ensure smooth team operations and effective collaboration.
As a Manager, you will provide help to management, including hiring, training, employee relations and keeps management updated on team performance.
You will also assist the Project / Program Manager in aligning the goals and objectives of Manila and US O365 Team
What you’ll do at Insight
The O365 Manager will be responsible for overseeing the service desk day-to-day operations.
Sets and communicates goals and provides constructive feedback to create a high-performance culture.
Assists in hiring new teammates.
Analyzes daily tasks, plans, and assigns appropriately to teammates.
The O365 Desk Manager provides guidance to Technical Support staff in communications with customers during cloud related interruptions
Ensures meeting of key performance metrics and service offering SLAs.
The O365 Desk Manager is responsible for standardized performance metrics to ensure all employees are judged by the same measurements and criteria.
Analyzes trends and recommends action plan.
Participates in training of new hires of client processes, tools, and other onboarding related activities.
Provides coaching teammates to improve performance.
Reviews KB articles & other technical / process documents.
Other duties as assigned.
Reports directly to US manager.
What you’ll need to join Insight
General Requirements :
Bachelor’s Degree in Computer studies, Business, or related field, from four-year College or University
At least 8 years of experience in a Service Desk environment as an Office 365 support, technical support, team management, quality assurance, process improvement and other related experience.
For non-degree holders, 10 years of related work experience is required.
Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives
Strong written and verbal English communications skills
Able to successfully manage multiple priorities
Proven ability to communicate effectively across all levels of the organization
Strong commitment to company values and operating principles
Client facing experience dealing with Senior to Executive management
Technical Requirements :
Solid knowledge in Microsoft Office 365 and its associated platforms.
Familiarity with ITSM concepts and experience with ticketing system.
Experience working with remote access tools and understanding of security protocols compliance.
Call queue and workforce management tools fundamentals
Experience supporting or working in an Enterprise and / or Global Managed Services environment.
Experience in workforce and people management
Industry recognized certifications. ITIL, Microsoft technology certificates, others.
Experience with Vendor Management
The position described above provides a summary of some the job duties required and what it would be like to work at Insight.
For a comprehensive list of physical demands and work environment for this position, click here .
Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT.
As a Fortune 500-ranked global provider of digital innovation, cloud / data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow.
From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter.
Discover more at insight.com
Founded in 1988 in Tempe, Arizona
11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
$8.3 billion in revenue in 2020
Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance
Today's talent leads tomorrow's success. Learn about careers at Insight : jobs.insight.com
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
Insight Manila Location : 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.