The main activity of a D365 Support Manager is the coordination with the user community through internal helpdesk and outsourcer
The support job is to oversee and ensure the timely delivery of quality functional and technical support services to the end users by our support team, in concert with our client s internal Helpdesk team
Accountabilities
Oversee, manage, and coordinate all Microsoft Dynamics 365 Finance and Supply Chain Management requests, incidents and problems that are logged in our ITSM
Be personally involved in all urgent and complicated support issues
Function as an escalation point for all requests and incidents
Manage all escalation processes with all parties involved
Determine root cause of issues an communicate appropriately to all parties involved
Train, coach, and mentor assigned Support Team Members, and advice on their Career development activities
As needed, schedule employees working times and provide backup support
Assist in case transfer between teams (i.e., Local team to international team)
Create weekly, monthly, and quarterly reports based on KPI s and SLA s
Ensure our Service Desk system is the single source of truth for all logged cases.
Review and improve ticket resolution processes
Monitor and manage case queue
Participate in escalated calls as needed
Advise management on situations that may require additional client support or escalation.
Manage process for communicating outage/emergency activities to the organization.
Manage ISV relationships as it depends on daily operational needs.
PO review and approval/budgeting responsibility.
Review survey feedback to improve services, tools, and support experience.
Keep confidential all applicant, client, and verification and company proprietary information.
Requirement
Bachelors degree in Computer Science or Information Systems
5 years of application support management experience
Exceptional knowledge of Dynamic 365 ecosystem of applications: D365 Finances SCM
Proven experience managing and supporting MS Dynamics 365 for Finance and Field Service a plus.
Experience providing support Supply Chain, Advanced Warehousing, Production, User Security and Data Management preferred
Strong problem-solving skills and experience collaborating on Incident, Problem, and Change/Release Management
Excellent communication skills in English
Experience working with 3rd party service providers and vendor governance
Proven track-record in incident management and have worked previously in an ITIL/ITSM role
Ability to lead/direct diverse team (SMEs, Functionals, Technical specialists)
Willingness to learn new technologies and investigate complex problems
Available to work during the hours of 10AM - 8PM ET (some flexibility)
