Technical Support Manager

Description

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview:

The Technical Support Manager will lead the Global Application Support team responsible for managing production support across a diverse ecosystem of business applications, with Microsoft Dynamics 365 (CE and F&O) as the core CRM and ERP platform. This role ensures timely resolution of support tickets, drives continuous improvement in support processes, and maintains high service quality across geographies.

What you’ll do as the Technical Support Manager– Global Application Support :

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Lead and mentor a team of support engineers specializing in D365 CE and F&O.
• Oversee production support operations, ensuring SLA adherence and rapid incident resolution.
• Act as the primary escalation point for critical issues, outages, and SLA breaches.
• Govern and enhance the support playbook, focusing on automation and proactive issue prevention.
• Develop and maintain runbooks and knowledgebase articles to support operational excellence.
• Conduct root cause analyses (RCAs) for high-impact incidents and implement corrective actions.
• Collaborate with cross-functional teams to understand business processes and application dependencies.
• Monitor and report on key support metrics and KPIs to drive performance improvements.
• Facilitate agile ceremonies such as daily standups and sprint planning for support-related initiatives.
• Ensure quality assurance in ticket handling and documentation.

What you will bring to the team:

• Bachelor’s or master’s degree in computer science or related field.
• Development experience in the past at least for 2-5 years
• Strong experience with Microsoft Dynamics 365 CE and F&O, including modules such as Sales Order, Pricing, Finance (O2C), Procurement (P2P), and Tax.
• Proficiency in SQL for data analysis and troubleshooting.
• Familiarity with enterprise integration flows and support processes across platforms like Oracle, Ariba, Coupa, and EDI.
• Ability to manage support across multiple geographies and time zones.
• Excellent problem-solving skills and attention to detail.
• Strong communication and stakeholder management capabilities.

Zones offers a comprehensive Benefits package. While we’re committed to providing top-tier solutions, we are just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.

At Zones, work is more than a job – it's an exciting careers immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.