Microsoft Dynamics 365 Customer Support Manager
western computerArlington (VA)
Microsoft Dynamics 365 Customer Support Manager
Posted 2 days ago
western computerArlington (VA)
SENIORITY
Manager
About the role
Overview:
As Customer Support Manager, you lead the Dynamics Support Department to deliver consistent, high-quality service. You will monitor performance, diagnose root causes, and drive process redesign to improve customer and employee satisfaction and profitability. You mentor and grow the support team, ensuring scalable, data-driven improvements. This role combines hands-on leadership with strategic playbooks to elevate support delivery and outcomes for customers. Compensation / Benefitscompetitive salarycomprehensive healthcare benefits 401(k) retirement plangenerous paid time offremote work flexibilitycareer development opportunities
Responsibilities:
- Own end-to-end support processes ensuring timely acknowledgement, work, and resolution within targets
- Serve as escalation point for complex issues, coordinating across consulting, development, and vendor channels
- Design and refine support processes, intake standards, and knowledge resources to raise first-contact resolution
- Monitor ticket volume, aging, and category trends to drive permanent fixes
- Build durable client stakeholder relationships and surface opportunities to add value
- Plan and execute process improvements, training initiatives, and milestones with Director of Customer Support
- Lead, coach, and develop the support team with clear expectations and high service standards
- Conduct regular one-on-ones for workload review and career development planning
- Address performance gaps promptly and constructively
- Manage scheduling and capacity to meet commitments without burnout
- Involves recruiting for the department as needed and onboarding new members
- Identify training platforms, certifications, and development paths for the team
- Own department reporting cadence, updates on metrics and customer satisfaction
- Establish and monitor key measures (response/resolution time, backlog, FCR, utilization, CSat) and act on deviations
- Use data to prioritize improvements and justify tooling, staffing, or process changes
- Track profitability drivers such as billable utilization and contract scope, flagging risks early
- Stay current on Microsoft Dynamics releases, roadmap changes, and support tooling
- Share best practices and trends to improve service delivery
Key requirements:
- Three to five years of experience managing a customer service or support team with direct supervision
- Hands-on experience delivering customer support for ERP/CRM solutions; Microsoft Dynamics preferred
- Command of service management methods and metrics (utilization, SLA, capacity planning)
- Proven track record of leading and mentoring high-performing teams
- Strategic thinking with ability to translate strategy into executable plans
- Excellent written and verbal communication, negotiation, and presentation skills
- Highly organized and able to manage competing priorities while maintaining focus
- Awareness of current technology trends and their application to customer service deliveryleadershipmentoringcommunication
- Microsoft Dynamics (Dynamics 365)ERP/CRM service deliverycase management
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.