Business Applications Support Manager at Codec Ireland

Codec Overview:Founded in Dublin in 1985, Codec was from the outset a company which sought to bring efficiency and transformation through best use of technology. With a combination of steady organic growth and a number of successful acquisitions across Europe, Codec has grown to become a full stack technology partner for a wide range of companies in the public and private sectors. We are delighted to announce that Codec is Microsoft’s Country Partner of the year 2023.Though originally best known as a hardware reseller, since 2010 Codec has focused on building an outstanding software consulting business with a team of experts implementing enterprise solutions using products from Microsoft and Oracle. Our customer base, revenues and average contract values have grown steadily year on year, and we continue to invest in the provision of new product and service offerings.Our team is a careful mix of recent graduates and experienced professionals from a variety of diverse cultural backgrounds. We are a melting pot of seasoned consultants supported by the best talent from the local universities. We have a thriving placement student academy and graduate recruitment programme which grows year on year.

Job Overview:

We are looking for an experienced Support Manager to lead our Business Application Support team in ensuring the smooth operation, maintenance, and support of our customer solutions. The ideal candidate will have a strong background in Dynamics 365, excellent leadership skills, and a deep understanding of IT support processes. This role will report to the Codec Head of Support.

Responsibilities: Team Management - Lead and manage a team of Dynamics 365 support professionals. - Provide guidance, coaching, and mentorship to team members. - Foster a collaborative and positive team environment. - Set clear operational goals, motivate team members, monitor team performance and report on metrics, identify learning needs and provide training, recognize high performance, conduct quarterly performance reviews. - Exhibit strong time-management and people skills, high degree of flexibility, and excellent multitasking ability.

Support Operations - Oversee the day-to-day operations of the Business Application Support Team ensuring adherence to service level agreements (SLAs), incident response, request fulfilment, change management and escalation processes, ensuring high levels of performance in these areas. - Take ownership of major incidents when required ensuring coordination of resolving parties, effective communication to stakeholders and post incident review. - Ensure the high volume of change activities for our customers is managed effectively. - Work closely with our customer Client Partners to drive service improvement plans and ensure actions are followed through to completion in a timely manner. - Work closely with project teams to ensure implementations are in line with Transition to Support standards

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Requirements: - 5 year(s)+ experience in Dynamics 365 CRM, BC in a technical/senior role and a deep understanding of IT support processes. - Proven experience of managing others, ability to lead/ direct diverse team (Functional, Technical specialists). - Proven track-record in incident management and have worked previously in an ITIL/ITSM role. - Excellent knowledge of Change/Release Management processes. - Willingness to learn new technologies and investigate complex problems. - Microsoft certifications e.g. D365/MCTS/MCPD etc. - Knowledge of Visual Studio, DevOps and XRM Toolbox. - Leadership skills are essential.