Dynamics Team Lead – Managed Services
About Quisitive
Quisitive is a Microsoft solutions partner helping organizations transform through Microsoft Dynamics 365, Power Platform, Azure, Data & AI, Security, and Modern Work solutions. Our Managed Services practice provides ongoing support, maintenance, optimization, and enhancements for customers across North America.
Position Summary
The Managed Services Dynamics Teams Lead is a hands-on player-coach role. You will lead the development and growth of a team of Dynamics consultants and support professionals in Hyderabad while also working directly on customer tickets, complex issues, escalations, and enhancements. This role is a strong fit for an experienced Dynamics Managed Services professional who wants to remain technical while growing their leadership skills.
What You'll Do
- Support the transition of customers from implementation projects into Managed Services.
- Lead and mentor Dynamics consultants and support professionals.
- Assign and prioritize tickets based on urgency, skills, workload, and service commitments.
- Monitor ticket queues, backlogs, response times, quality, and team performance.
- Identify recurring issues, support root cause analysis, and improve support processes.
- Partner with North American delivery leaders, architects, and customer-facing teams.
- Actively resolve complex Dynamics 365 tickets, incidents, and customer escalations.
- Troubleshoot production issues and perform configuration changes and enhancements.
- Support workflows, integrations, security roles, reporting, and data-related requests.
- Review technical solutions and provide guidance to team members.
- Manage SLA commitments and multitask across multiple customer accounts, maintaining strong, timely communication with each client.
- Support hiring and onboarding, identify skill gaps, and develop backup coverage to reduce dependence on individual team members.
- Lead responses to major application incidents, coordinating troubleshooting, escalations, service restoration, and customer updates.
- Ensure fixes, configuration changes, and enhancements follow approval, testing, deployment, and rollback procedures.
- Ensure incoming customers have completed knowledge transfer, documentation, access, known-issue records, and clear support ownership before handover.
Required Qualifications
- 8+ years of hands-on Microsoft Dynamics 365 experience in a managed support role.
- 4+ years of experience leading, mentoring, or coordinating a technical team.
- Experience developing a support team within an expanding product or capability setting
- Strong experience with Dynamics 365 CE, Dynamics 365 Finance & Operations, Power Platform, or a combination of these technologies.
- Strong troubleshooting, problem-solving, and technical decision-making skills.
- Ability to balance hands-on technical delivery with team leadership responsibilities.
- Clear written and verbal communication skills, with the ability to work effectively with colleagues and customers globally.
- Prior experience communicating with teams and clients in North America.
Preferred Qualifications
- Microsoft Dynamics or Power Platform certifications.
- Experience with Azure DevOps, Jira, ServiceNow, or a similar ticketing platform.
Why Join Quisitive?
- Combine hands-on Dynamics work with team leadership.
- Work with enterprise clients & a global implementation team across multiple Business Applications products
- Help build and improve a growing Managed Services delivery team.
- Grow your career within a global, Microsoft-focused organization.