Customer Success Lead - Collaboration Operations Supervisor

Customer Success Lead

We are seeking a highly skilled and motivated Collaboration Operations Supervisor to join our team. The successful candidate will be responsible for managing end-to-end daily operations for multiple IT services, processes, and systems, ensuring optimal delivery and compliance with company standards. This role requires strong leadership, technical expertise, and the ability to work collaboratively with various teams and vendors.

Key Responsibilities:

• Managing and Operating O365 Services: Overseeing the day-to-day operations of Office 365 services, ensuring they run smoothly and efficiently, including Microsoft Exchange, SharePoint, Viva Engage, OneDrive, MS Teams, Office Pro Plus, Office365 Security, Tenant Administration, MS Flow/Apps, Microsoft Streams, Power BI, Planner, Sway, Forms, Tasks, Delve, People, Calendar, Visio, To Do, and Project.

• Provide Level 1, Level 2, and Level 3 support for Office 365 Services out of the box.

• Support legal discovery, regulatory compliance, and other auditing and reporting activities.

• Coordinate with JCI configuration of Microsoft ISA firewalls to front-end OWA, Outlook over HTTPS, and SharePoint portal as approved by JCI.

• Monitor and proactively manage annual and as required renewal of certificates.

• Develop and maintain applicable processes and procedures for service delivery.

• Provide reporting to view data and statistics for the operations queues

• Maintain SharePoint Application versioning (current version and patch level)

• Provide emergency response to software patches and fixes needed to respond to threats and exposures.

• Perform SharePoint site owner training and maintain training documentation.

• Administer SharePoint sites, paths, areas, and document versioning.

• Team Leadership: Supervising and guiding the operations team, including hiring, training, and evaluating staff.

• System Maintenance: Ensuring all O365 systems and equipment are properly maintained and updated.

• Compliance and Security: Monitoring compliance with company policies and procedures, and ensuring the security of O365 services.

• Resource Management: Managing resources effectively to optimize the utilization of IT staff involved in O365 service management. Maintain the on-call roster for the team.

• Problem Resolution: Addressing and resolving any issues or emergencies that arise, and implementing solutions or escalating to higher management as necessary.

• Documentation and Reporting: Collecting, organizing, and storing information using computers and filing systems, and preparing reports on O365 operations

Qualifications:

• ·University degree or equivalent combination of education and experience.

• ·10+ years of experience leading IT operations in at least one domain with direct reports or indirectly influencing multiple teams.

• ·Strong technical expertise in Microsoft Exchange, SharePoint, Viva Engage, OneDrive, MS Teams, Office Pro Plus, Office365 Security, Tenant Administration, MS Flow/Apps, Microsoft Streams, Power BI, Planner, Sway, Forms, Tasks, Delve, People, Calendar, Visio, To Do, and Project.

• Excellent leadership and team management skills.

• Strong problem-solving and analytical skills.

• Ability to work collaboratively with various teams and vendors.

• Excellent communication and interpersonal skills.

Preferred Qualifications:

• ·Experience with IT service management frameworks such as ITIL.

• ·Certifications in relevant technologies and platforms.

• Key Competencies:

• Leadership

• Technical Expertise

• Problem Solving

• Collaboration

• Communication

Experience Level

Senior Level