Team Lead- Copilot Support

Prudential's purpose is to be partners for every life and protectors for every future.

Lead the Copilot support team, manage escalations, improve support operations, and ensure a high-quality employee experience.

Key Responsibilities

• Lead and mentor the support team.
• Act as primary escalation point for complex issues.
• Monitor SLAs, ticket quality, and user satisfaction.
• Coordinate with IT, Security, and Microsoft 365 teams.
• Drive root-cause analysis and process improvements.
• Provide support metrics and adoption reports.

Requirements

• 5+ years of IT Support or Microsoft 365 support experience.
• 2+ years of people leadership experience.
• Strong knowledge of Microsoft 365 ecosystem.
• Experience handling escalations and incident management.
• Excellent stakeholder management and communication skills.