M365 Platform & Support Manager

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.