Microsoft Dynamics 365 Customer Support Manager

The Role The Customer Support Manager leads the Dynamics Support Department and is accountable for the quality and consistency of the service our customers receive every day. This is a hands-on leadership role. You will watch performance metrics closely, respond quickly when they move in the wrong direction, and dig into the underlying causes rather than settling for repeat workarounds. Just as important, you will challenge the way we work today. We are looking for someone who can redesign processes that no longer serve customers or the team, build the case for change with data, and measure the result in customer satisfaction, employee satisfaction, and profitability. Our people are the cornerstone of our success, so the strongest candidates bring a proven record of supervising, mentoring, and developing a support team, and genuinely enjoy the work of growing others. Key Responsibilities Service Delivery and Customer Experience Own the end-to-end support process, ensuring every issue is acknowledged, worked, and resolved within committed response and resolution targets. Serve as the escalation point for complex, high-visibility, or at-risk issues, coordinating across consulting, development, and vendor support channels until the customer has a resolution. Design, document, and continuously refine support processes, intake standards, and knowledge resources that raise first-contact resolution and reduce repeat contacts. Monitor ticket volume, aging, and category trends to iden