Company Overview:
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.
Position Overview:
We are seeking a committed and hands-on Technical Support Manager to lead our Dynamics 365 Customer Engagement (D365 CE or FNO) support function. The successful candidate will manage a team of more than ten support engineers and maintenance staff, work across multiple rotational shifts to ensure round-the-clock coverage, and serve as the first point of escalation for SLA breaches and production outages.
This role combines deep functional expertise in D365 CE and sales processes (Order-to-Cash) with strong people leadership, process governance, and a continuous-improvement mindset. The Technical Support Manager will also oversee 2 to 5 short-term initiatives (1 to 6 months in duration) focused on bug fixes, technical-debt reduction, and incremental enhancements.
What you’ll do as the Technical Support Manager — D365 CE or FNO :
Support Operations and SLA Management• Operate the D365 CE support function and ensure all support tickets are resolved within agreed SLAs.
• Act as the first point of escalation for SLA breaches, P1/P2 incidents, and production outages.
• Govern the support playbook; continuously improve processes through automation and root-cause prevention.
• Perform detailed Root Cause Analysis (RCA) on critical issues and drive permanent fixes.
• Define, track, and report on key support metrics and KPIs (MTTR, first-response time, ticket aging, CSAT).
Team and Project Management• Lead and mentor a team of 10+ support engineers and maintenance staff across multiple shifts.
• Manage 2 to 5 short-term projects (1 to 6 months) covering bug fixes, technical debt, and minor enhancements.
• Run scrum ceremonies — sprint planning, daily stand-ups, retrospectives — and deliver high-quality fixes on schedule.
• Conduct performance reviews, capacity planning, and skills development for the team.
Quality and Knowledge Management• Ensure quality checks on knowledge-base articles and ticket-closure documentation.
• Develop new runbooks and update existing ones based on incident learnings and data-driven decisions.
• Promote a culture of documentation, peer review, and continuous learning within the team.
D365 CE and Sales Process (Must Have)• D365 CE: Hands-on experience with Dynamics 365 Customer Engagement (D365 CE) as an end-user, support engineer, or developer.
• Sales Process: Strong understanding of the sales process — Sales Orders, Pricing, Quotes, Opportunities, and Accounts.
• O2C / P2P: Proficiency in Order-to-Cash (O2C) and/or Procure-to-Pay (P2P) flows, with depth in one or more of: Sales Order, Pricing, Finance O2C, P2P, Tax.
• Modules: Good to moderate proficiency across D365 CE modules with the ability to navigate, troubleshoot, and configure as needed.
Technical Skills• Intermediate to advanced SQL — writing queries, analyzing data, and supporting incident investigation.
• Strong troubleshooting skills with attention to detail and the ability to apply learnings across issues.
• Familiarity with monitoring, logging, and ITSM tools (e.g., ServiceNow, Azure Monitor, Application Insights).
Leadership and Soft Skills• Proven ability to manage and motivate teams across multiple geographies and time zones.
• Excellent oral and written communication; able to brief executives and engage with business stakeholders.
• Fast learner with strong problem-solving instincts and a bias for action.
• Calm under pressure during outages and high-severity incidents.
What you will bring to the team:
• 12+ years of overall IT experience, 5+ years of hands-on D365 CE or FNO experience (end-user, support, or developer role).
• 5+ years managing teams of 10 or more members, with proven team-building track record.
• Demonstrated experience supporting users and systems across multiple geographies.
Zones offers a comprehensive Benefits package.
While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own teams. We offer a competitive compensation package where our team members are rewarded based on their performance and recognized for the value they bring into our business. Our team members enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life.
At Zones, work is more than a job – it's an exciting career immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.
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