Technical Support Lead (D365 FO)

Job Description

Role & responsibilities Leading L1 team of support engineers: Lead and manage a team of L1 support engineers, ensuring high-quality service delivery. Monitor ticket queues, prioritize incidents, and ensure timely resolutions. Act as a point of escalation for critical L1 issues and coordinate with L2/L3 teams for further troubleshooting. Conduct regular team meetings, knowledge-sharing sessions, and training to improve efficiency and skill levels. Track team performance and generate reports on support trends, issue resolutions, and system performance. D365-FO Functional & Technical Support: Assist in resolving functional issues in modules like Finance, Procurement, Sales, Inventory, and Warehouse Management. Troubleshoot technical problems, including batch job failures, integration errors, and performance bottlenecks. Guide the team in handling user access management, workflow issues, and basic configurations. Ensure proper documentation of issue resolutions, standard operating procedures, and FAQs. Process Improvement & Coordination: Identify recurring issues and propose proactive solutions to reduce ticket volume. Collaborate with IT and functional teams for system updates, patch testing, and deployments. Ensure adherence to ITIL best practices in incident management and support workflows. Work closely with business users to improve system adoption and usability. Required Skills & Qualifications: Bachelors degree in IT, Computer Science, Business Administration, or a related field. 3+ years of experience in supporting D365-FO (Functional and/or Technical). Strong understanding of D365-FO modules, workflows, and troubleshooting methodologies. Experience in leading or mentoring a support team. Familiarity with SQL queries, Power BI, X++, and integration troubleshooting is a plus. Excellent communication, leadership, and problem-solving skills. Ability to handle high-pressure situations and manage multiple priorities. Perks and benefits Great place to work - Recognized as a top workplace for 4 consecutive years, which is a testimonial of our commitment towards our people. Work life Balance: We believe in No Leave = No Life” So have your own travel adventures with paid annual leave Travel perks: You'll have access to plenty of industry discounts to ensure you continue to broaden your horizons Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it! We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service and much more