Associate Technical Support Manager - M365

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Provide expert triage and resolution for incidents and requests related to M365 services escalated from Level 1 Global Service Desk
• Perform initial diagnosis and troubleshooting for Office 365, Teams, Exchange Hybrid, and SharePoint Hybrid platforms, escalating to Level 3 as needed
• Document all actions taken during incident management within the ticketing system, ensuring clear communication and knowledge sharing
• Coordinate with the Operations Manager and other support teams to facilitate timely resolution of complex issues and service requests
• Follow established operational best practices, documentation standards, and compliance requirements
• Contribute to continuous improvement by identifying patterns, suggesting automation opportunities, and participating in process reviews
• Communicate professionally and effectively with end users, team members, and leadership regarding case status and resolution
• Maintain familiarity with current M365 service offerings, features, and updates
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field preferred (or equivalent experience)
• 2+ years of experience supporting Office 365, Teams, Exchange (on-premises or hybrid), and/or SharePoint environments in an administrative role
• Experience with PowerShell and scripting in M365 or Windows Server environments
• Proven proficiency in troubleshooting, incident triage, and customer service
• ITIL Foundations certification or working knowledge
• Proven solid communication, organizational, and interpersonal skills
• Demonstrated ability to work efficiently and manage multiple priorities in a fast-paced, dynamic environment

• Relevant certifications such as Microsoft 365 Certified: Fundamentals or equivalent