Managed Services Lead – Microsoft 365

Job Summary

The

Managed Services Lead – Microsoft 365

is responsible for overseeing the delivery, operations, and optimization of Microsoft 365 managed services across the organization or client environments. This role leads the administration, support, security, and continuous improvement of Microsoft 365 platforms including

Microsoft Intune, Microsoft Defender, Exchange Online, and SharePoint Online

.

The role combines

technical leadership, service management, and client engagement

, ensuring reliable service delivery, strong security posture, and operational excellence across Microsoft 365 environments.

Key Responsibilities

Microsoft 365 Platform Leadership

• Lead the design, implementation, and operational management of

Microsoft 365 services

including Intune, Exchange Online, SharePoint Online, and Microsoft Defender.

• Ensure optimal configuration, performance, and security of Microsoft 365 environments.
• Maintain governance, compliance, and best practices for Microsoft 365 services.

Managed Services Operations

• Lead day-to-day operations of Microsoft 365 managed services.
• Establish

service level agreements (SLAs)

and ensure service delivery meets or exceeds expectations.

• Manage incident response, problem management, and root cause analysis.
• Coordinate change management activities across Microsoft 365 services.

Leadership & Team Management

• Lead and mentor Microsoft 365 engineers and administrators.
• Provide technical guidance and escalation support for complex issues.
• Ensure adherence to operational processes and documentation standards.

Client & Stakeholder Engagement

• Serve as a trusted advisor to internal stakeholders or managed service clients.
• Conduct regular service reviews and recommend improvements.
• Assist in Microsoft 365 roadmap planning and technology adoption strategies.

Automation & Optimization

• Implement automation using PowerShell, Microsoft Graph API, and automation tools.
• Continuously optimize Microsoft 365 operations, cost efficiency, and performance.
• Maintain documentation and knowledge base for operational processes.

Required Qualifications

Education

• Bachelor's degree in

Information Technology, Computer Science, or related field

(or equivalent experience).

Experience

• 5+ years

of experience in Microsoft 365 administration and support.

• 3+ years

in a leadership or senior engineering role within managed services.

Technical Expertise

Strong experience with:

• Microsoft Intune / Endpoint Manager
• Microsoft Defender security suite
• Exchange Online administration
• SharePoint Online administration
• Microsoft Entra ID (Azure AD)

identity and access management

• PowerShell automation
• Microsoft 365 security and compliance center

Key Skills

• Microsoft 365 architecture and administration
• Cloud security and compliance
• Endpoint management and device security
• Identity and access management
• Incident and service management
• Automation and scripting
• Technical leadership and mentoring
• Client relationship management

Key Competencies

• Strong problem-solving and analytical skills
• Excellent communication and stakeholder engagement
• Ability to lead cross-functional teams
• Strategic thinking and continuous improvement mindset
• Ability to manage multiple client environments and priorities

Tools & Technologies

• Microsoft 365 Admin Center
• Microsoft Intune
• Microsoft Defender Security Center
• Exchange Admin Center
• SharePoint Admin Center
• Microsoft Entra ID
• PowerShell
• Microsoft Graph API

Success Metrics

• Microsoft 365 service availability and performance
• Security incident response and resolution times
• Compliance with security and governance policies
• SLA adherence and service delivery performance
• Customer or stakeholder satisfaction
• Automation and operational efficiency improvements