Role Overview

Serve as overall service owner for M365 platform support across all pillars:
Communication — Exchange Online, mail flow, SMTP Relay, mail security, Teams Chat & Calling
Collaboration — Microsoft Teams, SharePoint Online, OneDrive for Business
Productivity — Microsoft 365 Apps, Outlook, Loop, Planner, Viva Insights & Engage
AI & Automation — Microsoft Copilot, Copilot Chat, Copilot Studio, Power Platform
Identity, Compliance & Security — Microsoft Purview, Entra ID, Intune, DLP, eDiscovery
Mobility — Intune MDM/MAM, mobile device management and support
Own the M365 tiered support model — L1/L2/L3 matrices, RACI models, escalation paths, and operational runbooks, targeting 98%+ SLA compliance across Corporate and Agency tenants
Serve as the primary escalation point for complex L2 incidents — coordinating with L3 Solution Engineers, Microsoft Support, and Architecture for resolution
Maintain and continuously improve the ServiceNow knowledge base, incident documentation, and RFS workflows to maximize self-service and first-contact resolution rates
Assess Microsoft's evolving M365 roadmap for feature impact, support readiness, and operational implications ahead of new capability rollouts
Directly lead, coach, and develop the M365 L2 Support Analyst team — setting clear performance expectations (1:1s, performance reviews, and career development conversations in partnership with HR and CPE leadership), operating rhythms, and service standards
Represent the support function in PI Planning, Sprint Reviews, and ART-level ceremonies
Manage the support team backlog in alignment with ART priorities — balancing operational demand, technical debt, and improvement initiatives
Define, track, and report support KPIs — ticket volume, first-contact resolution rate, MTTR, SLA compliance, CSAT, and escalation rate
Produce weekly operational reports and executive dashboards showing support productivity, platform health trends, and service improvement progress
Build trusted relationships with IT Operations, Architecture, Security, the Service Desk, and Business Unit technology teams
Manage vendor and contractor relationships supporting M365 L2 operations — including performance oversight and quality review

Requirements

7+ years of hands-on Microsoft 365 experience, with at least 3 years in a team lead, supervisor, or operational management role
Demonstrated, hands-on M365 platform knowledge across multiple pillars — technical depth that enables direct guidance to L2 analysts:
Exchange Online, mail flow, SMTP Relay, mail security, Teams (Chat, Meetings, Calling)
SharePoint Online, OneDrive for Business
Microsoft Purview, Entra ID, Intune (MDM/MAM), DLP, eDiscovery
Microsoft Copilot and Power Platform — support readiness, user enablement, and governance
PowerShell scripting proficiency — for M365 administration, bulk operations, and support automation
Strong understanding of M365 security, compliance, and governance — data classification, DLP, retention policies, and identity management
Experience working with Agile

Nice to Have

Data Visualization such as PowerBI and Tableau
Experience working with Power Apps
Experience working with SAFe framework

Tech Stack

ServiceNow
SMTP
Tableau

Benefits

A competitive salary and performance-based bonuses.
Comprehensive benefits package.
Flexible work arrangements (remote and/or office-based).
You will also enjoy a dynamic and inclusive work culture within a globally renowned group.
Private Health Insurance.
Paid Time Off.
Training & Development opportunities in partnership with renowned companies.

Personal Lines Territory Manager

About this role