Lead, mentor and guide the support team members, identify training needs and creating development plans for each team member in line with business needs. Plan and manage work schedules to ensure appropriate coverage during business hours and on-call periods. Foster a positive, collaborative team culture aligned with organisational values and focused on employee engagement

Prioritise and allocate incidents and service requests based on urgency, impact and agreed SLAs Monitor incident progress to ensure timely resolution and effective long-term solutions Act as an escalation point for complex or high-impact issues, engaging the wider business and senior stakeholders as needed Facilitate and contribute to root cause analysis to prevent recurrence of major or recurring incidents

Oversee accurate and effective documentation of incident details, troubleshooting steps and resolutions Maintain, facilitate and update the knowledge base to support faster and more consistent issue resolution Develop and keep training and reference materials current for the Support Team

Establish, monitor and report on service delivery KPI’s Provide regular reports to management on performance, incidents trends, risks and areas for improvement Use data and metrics to drive continuous improvement and informed decision making Maintain regular updates and communication with the Customer Success Manager, sharing updates, highlighting performance, risks, resourcing needs and recommendations

Support Lead

We are seeking an experienced Support Lead to work closely with our Customer Success Manager to ensure the service desk provides efficient and high-quality support to our customers and operates in line with the wider company vision, strategy and goals.

About Dynavics

We are a leading Microsoft Dynamics 365 Business Central and LS Retail partner, helping retail, hospitality, and distribution organisations transform their operations through modern ERP and retail technology. As part of our continued growth, we are expanding our support team

Our team have a proven track record in the implementation of Business Central across diverse SME and large multi-national organisations, as well as offering professional and reliable consultancy services which mean we can manage all of the responsibilities involved in an ERP project.

About the Role

The Support Lead will be responsible for the day-to-day leadership and operational effectiveness of the Microsoft Dynamics 365 Business Central (BC)/LS Central Support Team across the organisation. This role combines hands-on functional support experience with people management, ensuring customers receive a consistent, high-quality support experience.

The Support Lead will oversee the smooth operation, troubleshooting and optimisation of the ERP platform, acting as an escalation point for complex BC-related issues while leading a small team and working closely with cross-functional stakeholders. Strong functional knowledge of Microsoft Dynamics 365 Business Central (BC) is essential, with LS Central experience considered advantageous.

Previous helpdesk leadership experience is not required: however, proven experience supporting BC alongside people and customer management experience is essential.

Team Management

Lead, mentor and guide the support team members, identify training needs and creating development plans for each team member in line with business needs.
Plan and manage work schedules to ensure appropriate coverage during business hours and on-call periods.
Foster a positive, collaborative team culture aligned with organisational values and focused on employee engagement

Incident Management

Prioritise and allocate incidents and service requests based on urgency, impact and agreed SLAs
Monitor incident progress to ensure timely resolution and effective long-term solutions
Act as an escalation point for complex or high-impact issues, engaging the wider business and senior stakeholders as needed
Facilitate and contribute to root cause analysis to prevent recurrence of major or recurring incidents

Knowledge Management

Oversee accurate and effective documentation of incident details, troubleshooting steps and resolutions
Maintain, facilitate and update the knowledge base to support faster and more consistent issue resolution
Develop and keep training and reference materials current for the Support Team

Reporting & Metrics

Establish, monitor and report on service delivery KPI’s
Provide regular reports to management on performance, incidents trends, risks and areas for improvement
Use data and metrics to drive continuous improvement and informed decision making
Maintain regular updates and communication with the Customer Success Manager, sharing updates, highlighting performance, risks, resourcing needs and recommendations

The Ideal Candidate

5yrs+ experience as a 2^nd/3^rd line Business Central Support Consultant
LS Retail knowledge/experience desirable
Excellent troubleshooting and problem-solving skills
Ability to manage competing priorities in a fast-paced, customer-facing environment. Strong communication and stakeholder management skills

Why Dynavics

The Dynavics culture is based on transparency, empowerment, and support. At Dynavics, we understand that work is a huge portion of people’s lives, so it’s important to enjoy work, and who you are working with! We appreciate the views and opinions of each team member, and are passionate that ideas and suggestions never go unheard!

As well as working with an amazing bunch of people on great projects, you will have access to the following benefits ...

What We Offer

Competitive salary based on experience.
Competitive annual leave, including your birthday off.
Critical Illness and Death in Service cover.
Pension Scheme eligible to join from day 1.
Electric Vehicle Salary Sacrifice Scheme.
Employee Assistance Programme.
Mental Health First Aiders and a proactive approach to a positive workplace.
Flu vaccinations
Opportunities for professional growth and development including Microsoft certification training.
A forward-thinking and digitally innovative work environment.
Access to the latest Microsoft tools and technologies for creating exceptional digital pre-sales experiences.

Customer First

We design every solution around our clients’ goals, shaping our innovation and delivery around their real needs.

Integrity

We act with honesty, transparency, and consistency, earning trust through actions, not promises.

Excellence

We hold ourselves to high standards, delivering robust, scalable solutions and dependable support.

Innovation

We push forward with new ideas and technologies to help clients stay ahead and operate smarter.

Collaboration

We work as true partners, aligning closely with clients and stakeholders to achieve meaningful, practical results.

JOIN OUR TEAM

Apply now!

If you are a passionate individual who is eager to grow with us, who is looking to join a friendly and approachable team, we would love to hear from you!