Collaboration Ops Support Lead - M365 (Copilot and Viva)

About This Role

This role provides day-to-day operational support for Copilot M365 and Viva deployments, focusing on user onboarding, issue resolution, and enablement. The lead will serve as the primary support contact and drive adoption through proactive engagement within the Collaboration Ops team.

Responsibilities

• Provide Tier 1 & 2 support within SLA for Viva and Copilot.
• Collaborate with Product Manager to maintain user documentation.
• Interpret and analyze data to identify improvements and influence decision making.
• Coordinate with vendors and internal teams to escalate and resolve technical issues.
• Support training sessions, office hours, and user community with end users.
• Assist in license management and required service catalog changes.
• Stay current with emerging AI technologies and Microsoft roadmap updates.

Requirements

• Bachelor's Degree in a business or IT field, or equivalent education and related training
• 5 years of experience managing in an IT environment
• 5 years of experience implementing and supporting large scale web/middleware solutions
• Excellent written and verbal communication skills
• Demonstrated proficiency in learning and applying technical concepts
• Ability to successfully interact with all levels of management across all lines of business
• Ability to negotiate complex technical issues
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
• In-depth knowledge in information systems and ability to identify, apply, and implement best practices
• Understanding of key business processes and competitive strategies related to the IT function
• Ability to plan and manage projects and solve complex problems by applying best practices
• Ability to provide direction and mentor less experienced teammates.
• Ability to interpret and convey complex, difficult, or sensitive information

Qualifications

• Bachelor's Degree in a business or IT field
• 5 years of experience managing in an IT environment and 5 years of experience implementing and supporting large scale web/middleware solutions.

Nice to Have

• Experience with M365 platform (Teams, Viva, Power Platform)
• Banking or financial services experience.

Skills

* Required skills

Benefits