Dynamics Business Central Support Team Leader

at  BCN Group

Job title: Business Central Support Team Lead
Reports to: Business Central Customer Continuity Team Lead
Location: Role can be based from either our Manchester, Leeds or Reading office (Hybrid working available)
Hours: Monday to Friday, 37.5 hours, 9am to 5.30pm, 60-minute lunch
Salary: Up to £35k + benefits

PERSON, SKILLS & EXPERIENCE:

• Manage priorities in a fast-changing environment.
• Dynamically shift between a management/team lead position, and also a senior hands-on customer support position.
• Act as a point of escalation for service tickets requiring enhanced management and consideration.
• Support, co-ordinate and mentor your team with passion for developing others and encouraging progression.
• Develop the service offering and contribute to best practice escalation processes.
• Have excellent customer facing and communication skills and be able to manage customer engagements effectively.
• Participate in ‘handover’ activities when customers come onboard in support.
• A real sense of responsibility. Have a ‘take-charge’ attitude and exceptional professional pride.
• Have excellent time management skills and ability to meet tight deadlines.
• 3+ years’ experience supporting all versions of Dynamics NAV/Business Central, ideally from NAV 2009 to BC SaaS.
• Good working knowledge of all Dynamics NAV/BC application areas.
• Proven track record managing a ticket stack.
• Strong understanding of the MS Office Suite.

We are looking for a Business Central Support Team Lead to manage, direct and coordinate our Business Central support team.
As a team leader, you’ll be able to manage and prioritise workloads for yourself whilst also supporting and developing your team, all whilst being highly considerate of BCN’s operational agreements with customers, the service desk SLAs and associated KPI’s.
You will work closely with consultants, developers, project managers and account managers for support handovers, feedback handling, new requests handling and to resolve customer service tickets quickly, efficiently and to the customer’s satisfaction. Ultimately, you’ll deliver effectively, Customer Satisfaction and Support and Enable your team.