Microsoft Cloud Team Lead

at  Net at Work LLC

ABOUT NET AT WORK

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology.
Through the integration of ERP, HCM and/or CRM solutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com.

TEAM LEADERSHIP AND CUSTOMER EXPERIENCE

• Serve as the primary point of contact for the Microsoft Cloud Team, ensuring clear communication and accountability.
• Manage the service boards, act as the primary escalation point, and ensure team is hitting and achieving all required metrics
• Effectively and proactively collaborate with Cloud and Managed Services leadership. Attend regularly standing meetings, run QBR meetings, and raise issues as needed.
• Hands on supervisory role that will require 40% of their time working on tickets either in an escalation capacity or overflow.

PROCESS AND KNOWLEDGE MANAGEMENT

• Work with the Microsoft Cloud Team’s leadership to verify and maintain documentation for team processes, procedures, and best practices.
• Continuously improve workflows to optimize team performance and service delivery.
• Manage a centralized knowledge base for common issues, solutions, and operational guidelines.

JOB REQUIREMENTS

• 5+ years of experience in cloud operations or technical support roles, with 2+ years in a supervisory capacity.
• Strong expertise in managing and analyzing metrics, reporting, and process documentation.
• The ability to demonstrate handling tickets and escalations
• Exceptional customer service and communication skills, with the ability to manage cross-functional teams and build strong relationships.
• Proficiency in tools such as Microsoft Office, data analysis software, and cloud platforms.
• Proven ability to prioritize tasks, manage time effectively, and deliver high-quality outcomes under pressure.
• Familiarity and the ability to support Microsoft Azure hosting and VMWare Cloud Infrastructure
• Knowledge of security and network management principles.

PREFERRED SKILLS

• Experience with process improvement methodologies and knowledge management systems is highly desirable.
• Microsoft Cloud Certifications or equivalent

Please refer the Job description for details