M365 Team Lead

Part of Stefaninis Infrastructure Services division the Digital Workplace Platform (DWP) team continues to grow and we are seeking a M365 System Admin Lead to coordinate technical support activities and ensure the successful delivery of Microsoft 365 services to customers in line with agreed service levels and contractual commitments.

In this role you will lead and support a team of engineers oversee daily operations and act as a key point of contact for escalations ensuring high-quality service delivery team performance and continuous improvement aligned with organizational standards and client expectations.

The M365 System Admin Lead is responsible for coordinating the daily operations of the M365 support team ensuring high-quality service delivery aligned with client expectations and organizational standards. This role combines technical expertise with people leadership focusing on team performance incident management oversight and continuous service improvement.

Job Responsibilities

Team Coordination & Leadership

• Coordinate and oversee the daily activities of the Microsoft 365 support team ensuring effective workload distribution and coverage.
• Act as the primary escalation point for complex or high-impact incidents providing guidance and technical direction.
• Mentor and support team members fostering professional development knowledge sharing and continuous improvement.
• Monitor individual and team performance against SLAs KPIs and operational targets.

Service Coordination

• Ensure service quality and operational excellence across Microsoft 365 services including:
  • Exchange Online
  • Microsoft Teams
  • SharePoint Online
  • OneDrive for Business
  • Entra ID (Azure AD)
• Oversee incident service request and problem management processes ensuring compliance with SLAs and priority definitions.
• Collaborate with cross-functional teams (Service Desk Infrastructure DevOps etc.) to ensure seamless end-to-end service delivery.
• Drive adherence to client-specific policies procedures and security standards.

Operational Oversight & Reporting

• Monitor and analyze service performance identifying trends risks and improvement opportunities.
• Provide regular operational reporting to management and stakeholders including:
  • SLA performance
  • Incident trends
  • Escalations and risks
• Act as a communication bridge between the team and management/client stakeholders.

Technical Leadership

• Provide guidance on advanced troubleshooting and support activities including:
  • Mail flow and transport issues
  • Teams policies and voice configurations
  • SharePoint permissions and site issues
  • Identity and authentication (MFA Conditional Access SSO)
• Ensure best practices are followed in the use of Microsoft 365 admin tools PowerShell and diagnostic utilities.
• Support major incidents and critical escalations with hands-on involvement when required.

Continuous Improvement

• Identify and implement process improvements to optimize service delivery and team efficiency.
• Promote automation standardization and documentation of recurring tasks and solutions.
• Encourage a culture of continuous learning and staying up to date with Microsoft 365 developments.
• Contribute to building a knowledge base and improving internal documentation.

Job Requirements

Experience & Technical Skills

• Strong experience with Microsoft 365 services and administration:
  • Exchange Online Teams SharePoint Online OneDrive Entra ID
• Solid understanding of:
  • Identity and access management (MFA Conditional Access SSO)
  • Mail flow collaboration tools and permissions models
• Experience with PowerShell and Microsoft 365 administrative tools.
• Proven experience in incident problem and service request management within an ITSM framework (ITIL preferred).
• Familiarity with core technologies:
  • Active Directory
  • Windows Server & Client OS
  • DNS
  • Mobile platforms (iOS/Android)

Leadership & Soft Skills

• Previous experience in a coordination senior or team lead role is preferred.
• Strong leadership and mentoring abilities with a focus on team development.
• Excellent organizational and prioritization skills in a dynamic environment.
• Strong analytical and problem-solving mindset.
• Customer-oriented approach with strong stakeholder communication skills.
• Ability to manage escalations and make decisions under pressure.

Other Requirements

• Proficiency in English (spoken and written).
• Understanding of SLAs KPIs and service delivery metrics.
• Flexibility and adaptability in a fast-paced environment.

Nice to Have

• Experience managing or supporting enterprise-scale environments.
• Experience in client-facing roles or stakeholder management.
• Familiarity with service delivery models and operational governance.
• ITIL Foundation (v4) is a strong advantage