IT Service Manager II

The IT Service Manager II acts as the first point of entry focusing on enhancing the stakeholder relationship, improving workplace productivity, and ensuring a positive user experience by resolving IT issues via in-person, phone, chat, email and other support modalities .

In this role based in Reston VA, you will act as a trusted advisor working to identify and discover technology as well and non-technology-oriented solutions and possess the ability to proactively identify issues trends and Innovate beyond the transactional support model of tickets. In this role, you will adhere to published queue or call back schedules and be available for different shifts as necessary while supporting customers through various support modalities ( ie . in-person, phone, chat, email, etc).

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities:

• Support customer issues as a member of a Service Desk through various contact support modalities ( ie . On-Site, Phone, Chat, etc ) by effectively communicating with customers and stakeholders via in person, phone, or email as defined by team processes, workflows and MS values.
• Assist customers with advanced troubleshooting, problem resolution, and best practices regarding break-fix scenarios and deployment/implementation and readiness guidance.
• Scoping and documenting customer scenarios, potential causes, troubleshooting steps and quick resolution efforts.
• Leverage people and resources where available to speed the resolution of the customers issue.
• Demonstrate ownership by taking responsibility to see that the issue is fully resolved.
• Ensure compliance with schedules, processes, MS policies and values.
• Foster positive team and customer relationships while effectively managing challenging situations.
• Demonstrate interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
• Demonstrate individual leadership through personal responsibility, accountability, and teamwork.
• Ability to manage crisis situations and technically complex mission critical issues to diverse audiences.
• Maintain working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs as directed.
• Interact with other engineers to provide technical action plans or take ownership of issues that require escalation.
• Share knowledge with others through approved documented process delivery methods and procedures.
• Build automated self-help solutions and create training.
• Provide detailed analysis of where problems exist and formulate solution options for resolution.
• Other duties as assigned by management.
• Embody our Culture and Values

Qualifications:

Required Qualifications:

• 2+ years work or internship experience in information technology (IT) operations, technical support, customer service solutions/delivery, or service management
  • OR equivalent experience.
• 2+ years experience with Service Engineering and/or DevOps at internet scale involving user data and/or software development for an enterprise level service.
• Experienced with concepts and best practices related to Service Desk operations and call center methodologies.

Other Requirements:

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship & Citizenship Verification: This role will require access to information that is controlled for export under export control regulations, potentially under the U.S. International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations. As a condition of employment, the successful candidate will be required to provide proof of citizenship, U.S. permanent residency, or other protected status (e.g., under 8 U.S.C. 1324b(a)(3)) for assessment of eligibility to access the export-controlled information. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport. Lawful permanent residents, refugees, and asylees may verify status using other documents, where applicable

Preferred Qualifications:

• 3 years+ professional experience in support engineering, troubleshooting and customer support.
• 3 years+ professional experience in M365/Azure/ Windows, or other Microsoft products and services.
• 5 years + experience providing technical support via the phone, chat, email, or other remote support channels.
• Prior experience on Azure, InfoPath, SharePoint Designer, Scripting and SharePoint development is added advantage.

Corporate Technology Support IC3 - The typical base pay range for this role across the U.S. is USD $75,100 - $148,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $98,800 - $163,300 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until December 18, 2024

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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