ticket management, SLAs, quality, and team accountability Build a culture of ownership and responsiveness, clear expectations, fair management, consistent follow-through Work with Microsoft licensing, contracts, and IT policies across the organisation Be present and visible with the team, especially through the first 3-6 months while embedding Support … state role End-user/in-house IT background preferred, you manage the team, not the client relationship Strong working knowledge of Microsoft environments, licensing, contracts, and IT policy A people-first manager, motivating, direct, and consistent Comfortable being present in the office, particularly during the initial settling ...