Customer Support Manager – Microsoft Dynamics 365
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Job Description
Customer Support Manager leading Microsoft Dynamics 365 support for a Microsoft technology partner. Improving service delivery, team performance, customer satisfaction, and departmental profitability.
Responsibilities:
- Lead the Dynamics Support Department and ensure the quality and consistency of customer service
- Own the end-to-end support process, ensuring issues are acknowledged, worked, and resolved within response and resolution targets
- Serve as escalation point for complex, high-visibility, or at-risk issues, coordinating with consulting, development, and vendor support channels
- Design, document, and refine support processes, intake standards, and knowledge resources
- Monitor ticket volume, aging, and category trends to identify systemic problems and drive permanent fixes
- Build relationships with client stakeholders, gather feedback, confirm expectations, and identify opportunities to add value
- Partner with the Director of Customer Support on process improvements, training initiatives, and departmental milestones
- Lead, coach, and develop the support team; set expectations and address performance gaps
- Conduct one-on-ones involving workload review, feedback, and career development planning
- Manage scheduling, coverage, and capacity
- Participate in recruiting, interviewing, and onboarding support team members
- Recommend training platforms, certifications, and development paths
- Own departmental reporting and present updates on support metrics, team performance, and customer satisfaction
- Establish and monitor response and resolution time, backlog and case aging, first-contact resolution, utilization, and customer satisfaction metrics
- Use data to prioritize improvement work and support business cases for tooling, staffing, or process changes
- Track departmental profitability drivers, including billable utilization and contract scope, and flag risks to leadership
- Stay current on Microsoft Dynamics releases, roadmap changes, support tooling, customer service best practices, and emerging technology trends
Requirements:
- Three to five years of experience managing a customer service or support team, including direct supervision of individual contributors
- Hands-on experience delivering customer support for ERP and CRM solutions; Microsoft Dynamics strongly preferred
- Working command of service management methods and metrics, including utilization, service level performance, and capacity planning
- Track record of leading and mentoring high-performing teams
- Ability to think strategically and translate that thinking into an executable plan
- Excellent written and verbal communication, negotiation, and presentation skills
- Highly organized and detail-oriented; comfortable managing competing priorities
- Awareness of current technology trends and their application to customer service delivery
- Experience in a consulting, partner, or managed services environment where support is delivered against contracts and service commitments (preferred)
- Familiarity with case management in Dynamics 365 Customer Service or a comparable ticketing platform (preferred)
- Relevant Microsoft certifications (preferred)
Benefits:
- Access to medical, dental, and vision healthcare coverage
- Access to a 401(k)-retirement plan
- Generous paid time off for vacations, holidays, and sick days
- Remote work from the location of your choice
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