Head of Support (Dynamics 365 Community Care)

We are looking for a Head of Support to lead the technical and functional support of our Dynamics 365 Community Care platform, ensuring seamless operations across multiple clients. 

This role requires deep expertise in Dynamics 365 CE (Sales, Customer Service, and Field Service), strong technical development capability, and proven experience managing end-to-end support processes, integrations, and deployment. The key objective is to ensure high-quality support delivery, maintain system stability, resolve complex issues, and guide continuous improvement across customer environments.  

Key Responsibility  

• Act as the primary escalation point for complex technical and functional issues across all supported customers.  
• Troubleshoot and resolve issues independently across Dynamics 365 CE, Azure, and the Power Platform, including plugins, JavaScript, Power Automate, integrations, and data integrity problems.  
• Provide best practice guidance on the effective use of the Community Care platform and related Dynamics 365 CE capabilities (Sales, Customer Service, Field Service).  
• Manage and prioritise ServiceNow tickets to ensure timely, high quality support outcomes and maintain strong customer relationships.  
• Lead and support customer administrators, support analysts, and technical resources to uplift capability and ensure alignment with service level expectations.  
• Diagnose end to end issues across integrated systems and design practical technical solutions using broad Microsoft stack expertise.  
• Analyse business requirements, contribute to solution design workshops, and prepare functional specifications and knowledge base content.  
• Support Azure based integrations, including Function Apps, Logic Apps, and Service Bus, and collaborate with the Product team on platform dependencies.  
• Manage ALM processes and deployments using Azure DevOps, performing root cause analysis and ensuring adherence to governance and release standards.  
• Maintain technical documentation, runbooks, SOPs, and customer specific environment overviews, and support knowledge transfer to internal teams. 

What Makes You Extraordinary 

• Clear, confident communication with customers and internal teams. 

• Strong problemsolving skills and the ability to work independently. 

• ITIL or similar service management knowledge. 

• Adaptability and a passion for learning in a fastevolving tech environment.