Application Support Team Lead

• As an Application Support Team Lead, you will be responsible for overseeing a team dedicated to providing exceptional support for various applications.
• You will ensure timely resolution of tickets, manage escalations, and maintain high standards of ticket hygiene.
• Your role will involve close collaboration with customers to resolve issues efficiently and prevent future escalations through root cause analysis and continuous feedback.

Essential Job Functions:

• Monitor daily team tickets to ensure timely follow-up and maintain ticket hygiene.
• Take ownership of escalations to resolve issues/requests promptly by working directly with customers.
• Identify impact and urgency of issues, scope problems, and provide guidance or troubleshooting.
• Maintain an escalation tracker, perform root cause analysis, and provide feedback to support engineers to reduce future escalations.
• Manage and create SharePoint Teams and Communication sites.
• Update and manage owner/group permissions in SharePoint.
• Restore missing files and folders using all possible methods.
• Handle changes in SharePoint Site URLs, restore SharePoint Sites, and Site Collection Libraries.
• Resolve SharePoint machine sync issues, permission access issues, and site access issues for rehired users.
• Manage tickets related to Power BI workspace management, including creating workspaces, identifying owners, and granting permissions.
• Handle configuration changes for organizations using the Power BI admin portal.
• Manage workspace creation access and the management of Premium Capacity (P1, P2), including creating and assigning new capacity ownership.
• Identify and provide access to orphaned Power Automate flows.
• Create and manage Power Automate environments.
• Manage Power Automate/Flow premium licenses and provide guidance on license costs and assignments to end users.
• Identify and reassign ownership of Microsoft Flow.

Qualifications:
Required:

• Proven experience in application support or a similar role.
• Strong knowledge of SharePoint, Power BI, and Power Automate.
• Excellent problem-solving and troubleshooting skills.
• Ability to manage and resolve escalations efficiently.
• Strong communication and customer service skills.
• Experience with root cause analysis and continuous improvement processes.

Preferred:

• Experience in leading a support team.
• Familiarity with ticketing systems and support workflows.
• Certifications related to SharePoint, Power BI, or Power Automate