FBS M365 Platform & Support Manager - Remote Eligible

Job Title

FBS – Farmer Business Services is part of Farmers operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent. By combining international reach with US expertise, we build diverse and high-performing teams that are equipped to thrive in today's competitive marketplace.

We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in—helping Farmers build a winning team that delivers consistent and sustainable results.

Since we don't have a local legal entity, we've partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits.

What to expect on your journey with us:

• A solid and innovative company with a strong market presence
• A dynamic, diverse, and multicultural work environment
• Leaders with deep market knowledge and strategic vision
• Continuous learning and development

This leader is a practicing M365 professional, not just a manager who brings hands-on platform knowledge, operational discipline, and a passion for service excellence. They combine deep M365 expertise, SAFe Agile delivery, people leadership, and a structured approach to change management, ensuring the support function is proactive, data-driven, and aligned with Farmers' business and technology strategy.

Responsibilities

• Platform Ownership & Support Operations. Serve as overall service owner for M365 platform support across all pillars:
• Communication — Exchange Online, mail flow, SMTP Relay, mail security, Teams Chat & Calling
• Collaboration — Microsoft Teams, SharePoint Online, OneDrive for Business
• Productivity — Microsoft 365 Apps, Outlook, Loop, Planner, Viva Insights & Engage
• AI & Automation — Microsoft Copilot, Copilot Chat, Copilot Studio, Power Platform
• Identity, Compliance & Security — Microsoft Purview, Entra ID, Intune, DLP, eDiscovery
• Mobility — Intune MDM/MAM, mobile device management and support
• Own the M365 tiered support model L1/L2/L3 matrices, RACI models, escalation paths, and operational runbooks, targeting 98%+ SLA compliance across Corporate and Agency tenants
• Serve as the primary escalation point for complex L2 incidents — coordinating with L3 Solution Engineers, Microsoft Support, and Architecture for resolution
• Maintain and continuously improve the ServiceNow knowledge base, incident documentation, and RFS workflows to maximize self-service and first-contact resolution rates
• Assess Microsoft's evolving M365 roadmap for feature impact, support readiness, and operational implications ahead of new capability rollouts
• People Leadership & Team Development. Directly lead, coach, and develop the M365 L2 Support Analyst team — setting clear performance expectations (1:1s, performance reviews, and career development conversations in partnership with HR and CPE leadership), operating rhythms, and service standards
• SAFe Agile Delivery: Represent the support function in PI Planning, Sprint Reviews, and ART-level ceremonies
• Manage the support team backlog in alignment with ART priorities — balancing operational demand, technical debt, and improvement initiatives
• Metrics, Measurements & Operational Reporting: Define, track, and report support KPIs — ticket volume, first-contact resolution rate, MTTR, SLA compliance, CSAT, and escalation rate
• Produce weekly operational reports and executive dashboards showing support productivity, platform health trends, and service improvement progress
• Build trusted relationships with IT Operations, Architecture, Security, the Service Desk, and Business Unit technology teams
• Manage vendor and contractor relationships supporting M365 L2 operations — including performance oversight and quality review