Support Lead – Microsoft Dynamics 365 (Remote)

About the role

TRUST is looking for a seasoned Support Lead to own the post‑go‑live support experience for Microsoft Dynamics 365 Finance & Operations and Customer Engagement. Reporting directly to the CEO, you will shape a world‑class support practice, ensuring clients receive proactive, high‑quality service.

Key responsibilities

• Champion a client‑first culture and act as the primary escalation point for ERP and CRM support clients.
• Maintain real‑time visibility of all tickets, govern SLA frameworks, and take corrective action when targets are at risk.
• Drive timely resolution of incidents, manage major incidents end‑to‑end, and coordinate internal and client stakeholders.
• Produce regular performance reports, analyse ticket trends, and translate insights into process improvements.
• Lead, coach, and develop a team of support consultants, fostering accountability and continuous improvement.

Required profile

• Proven senior‑manager experience leading ERP/CRM support teams.
• Deep knowledge of Microsoft Dynamics 365 Finance & Operations and Customer Engagement.
• Strong track record in SLA governance, ticket oversight, and client communication.
• Passion for delivering exceptional customer service and driving proactive engagement.

Required skills

• Microsoft Dynamics 365 Finance & Operations
• Microsoft Dynamics 365 Customer Engagement