Technical Support Teamlead (English Fluent)

You will:
• Response & Service Delivery
o Act as the main point of contact for technical issues, providing guidance and support, and handling escalations from team members.
o Use tools and strategy to monitor the performance of a team. Analyze non-satisfied cases, find root causes, work out action plans and monitor execution. Serves as the first line of management escalation.
o Tracks resolution speed and removes roadblocks (e.g., skill gaps, unclear process) preventing issues from being resolved.
o Analyzes the business impact and collaborates with different stakeholders to ensure the right resources are engaged proactively.
o Drive customer satisfaction when using Microsoft products and share customer success stories that have positive impact to customers' business.
• Team Operation Management
o Analyze team readiness strategy proactively, ensure the team has the correct readiness plan on both tech non-tech parts (such as compliance, service skill, etc.).
o Ensure team members follow Microsoft & Itechwx compliance and security policy.
o Identifies potential risks and implement optimized process to mitigate the risks.
o Maintain positive relationship with all team members, drive positive team morale.