Support Lead – Microsoft Dynamics 365 (Remote)
Trust · Égypte
وصف الوظيفة
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
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Trust
Égypte
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