Duty Manager
Duty Manager
Posted on :
08-04-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
The Duty Manager is responsible for a timely review and assignment of all incoming escalations within the teams queues. As part of the core role the Duty Manager will ensure that:
- All escalations are assessed for urgency scope and technical or political impact within SLA: strategic customers security or data breach related escalations engineering requests or special programs
- Out of scope or internal transfers are directed to the relevant teams
- In scope escalations are assigned to the delivery partners queues or internally within the Microsoft escalation team according to specialization availability and seniority level.
- Incoming escalation requests from the frontlines transfer requests from other time zones or teams are addressed in a timely manner
In addition the Duty Manager will:
- Keep close connection to the internal and external teams ranging from support delivery and engineering to field submitters and management stakeholders for all escalations that require a white glove service.
- Monitor the regional teams internal escalation distribution lists for addressing escalation submitter or stakeholders inquiries.
- Host the daily team triage.
- Participate in landing new process tools or scope expansion as an active member of a virtual incubation team.
- Will own and address a limited amount of escalations to keep skills and abilities relevant.
Qualifications :
- More than 2 years of customer Service and support experience or a similar dispatcher or duty manager role.
- Experience working with Microsoft products and services.
- Problem solving and research skills.
- Computer/Technical skills.
- Collaborative team player with strong stakeholder management skills.
- Attention to detail.
- Strong written and verbal communication skills.
- Excellent judgment decision making skills and the ability to work under continual deadline pressure.
- Ability to manage and work within ambiguity to reach a successful outcome.
- Work remotely on individual issues whilst contributing to the team success.
Informao adicional :
- Workplace type: Hybrid.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
