Manage day-to-day technical support team operations, set goals and deadlines, onboard and train new hires, mentor trainees, monitor NSAT and productivity, delegate tasks, provide feedback, resolve issues, and develop strategies to improve team performance and processes.

Lead and manage Microsoft 365 technical support operations, design and implement processes, drive continuous improvement, manage performance and retention, handle client engagements and presentations (MBR/QBR), onboard and coach staff, and manage complex changes while tracking NSAT and productivity.