L2 Cloud Support Technician
Core
Lead a cloud support team delivering technical support services, including ticket resolution, escalation handling, and service delivery performance for enterprise-level Microsoft Cloud Support Services.
Role type
Senior Supervisor / Team Lead (Cloud Support Operations)
Builds
Enterprise-level Microsoft Cloud Support Services
Domain
IT Services / Cloud Operations
Required skills
Team leadership, ticket management, SLA adherence, performance monitoring, process improvement, cross-functional coordination, workforce planning, data analytics, coaching, resource allocation
Preferred skills
Microsoft 365 experience, automation and AI support adoption
Technologies
Microsoft 365, ticketing systems, dashboards
Responsibilities
Manage team performance by setting expectations, monitoring results, and providing ongoing coaching; oversee day-to-day support operations including ticket queues and workflow management; serve as escalation point for operational and technical issues; lead continuous improvement efforts including process enhancements and knowledge sharing; partner with leadership and external stakeholders for operational planning; support hiring, onboarding, and scheduling to ensure coverage.
Seniority
Senior, hands-on IC with management responsibilities
