Mission

The Duty Manager is responsible for a timely review and assignment of all incoming escalations within the teams’ queues. As part of the core role, the Duty Manager will ensure that:

• All escalations are assessed for urgency, scope and technical or political impact within SLA: strategic customers, security or data breach related escalations, engineering requests or special programs
• Out of scope or internal transfers are directed to the relevant teams
• In scope escalations are assigned to the delivery partners’ queues or internally within the Microsoft escalation team according to specialization, availability, and seniority level.
• Incoming escalation requests from the frontlines, transfer requests from other time zones or teams are addressed in a timely manner

In addition, the Duty Manager will:

• Keep close connection to the internal and external teams – ranging from support delivery and engineering to field submitters and management stakeholders – for all escalations that require a white glove service.
• Monitor the regional team’s internal escalation distribution lists for addressing escalation submitter or stakeholders’ inquiries.
• Host the daily team triage.
• Participate in landing new process, tools, or scope expansion as an active member of a virtual incubation team.
• Will own and address a limited amount of escalations to keep skills and abilities relevant.

Profile

• More than 2 years of customer Service and support experience or a similar dispatcher or duty manager role.
• Experience working with Microsoft products and services.
• Problem solving and research skills.
• Computer/Technical skills.
• Collaborative team player with strong stakeholder management skills.
• Attention to detail.
• Strong written and verbal communication skills.
• Excellent judgment, decision making skills, and the ability to work under continual deadline pressure.
• Ability to manage and work within ambiguity to reach a successful outcome.
• Work remotely on individual issues whilst contributing to the team success.
• Fluent in english.

• Workplace type: Hybrid.

Organization

Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good. 

Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility.  

Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.