Dynamics IT Support Manager

Location: St. Louis, MO (Onsite)

As the Senior Team Lead for Dynamics Support, you will play a pivotal role in overseeing the support team for our client’s Dynamics ERP environment. Your primary responsibility will be to ensure efficient resolution of client issues while fostering a collaborative team environment. Additionally, you’ll contribute to the development and enhancement of Dynamics systems.

Role and Responsibilities:

1. Team Leadership:

   • Lead and inspire a team of 2-3 IT Analysts, creating a collaborative and high-performance culture focused on supporting the Dynamics CE environment for Equipment Sales and Retail Services.

2. Microsoft Roadmap Alignment:

   • Identify business functionality requirements and align them with Microsoft functionality deployments and the overall roadmap.

3. CE Enhancement Prioritization:

   • Prioritize larger changes and enhancements, maintaining a well-organized and prioritized product backlog to align with business objectives.

4. Testing and Quality Assurance:

   • Oversee the maintenance of a robust test bed of scripts for release testing, including comprehensive regression testing of CE updates to uphold system integrity and reliability.

5. Issue Resolution:

   • Collaborate closely with customers and team members to investigate, test, and develop effective solutions and workarounds to promptly address client issues and requests, ensuring minimal disruption to operations.

6. Strategic Focus:

   • Drive the growth and optimization of Dynamics CE within different lines of business, spearheading continuous development efforts to enhance the CE experience for Equipment Sales.

7. Relationship Management:

   • Cultivate and manage CE relationships with business stakeholders and customers, actively soliciting feedback, mapping out requirements, and effectively managing priorities leveraging market insights and feedback to enhance satisfaction and deliver value-added solutions.

8. Cross-Functional Coordination:

   • Serve as a bridge between the Dynamics CE support team and other IT support teams, facilitating seamless coordination and resolution of integration issues across systems, including XA and HPC.

9. Agile Delivery:

   • Actively participate in the agile development process using Azure Dev Ops, collaborating closely with business analysts, developers, and end-users to deliver changes and enhancements in a timely manner.

10. Communication and Escalation:

    • Ensure transparent communication of issue statuses to clients and the Dynamics CE team, promptly identifying and escalating high-priority customer issues to appropriate team members and management.

Qualifications and Education Requirements:

• Bachelor’s Degree Preferred. Equivalent experience, education, and/or certifications may be considered in lieu of a bachelor’s degree.
• 7+ years of experience with a degree (leadership experience preferred).
• 15+ years of relevant experience without a degree.
• 3+ years of experience modifying and working with Dynamics 365, including entities, attributes, business rules, process flows, and solutions.

General Skills:

• Proven history of successful development and support in a Dynamics CE environment, preferably within CRM and/or Field Service.
• Technical proficiency with a deep understanding of Dynamics CE, including customization and configuration.