Dynamics Business Central Support Team Leader

Full Job Description

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: Competitive + benefits

About BCN:

BCN is a leading managed IT services provider based in the United Kingdom. We specialise in delivering technology solutions to businesses across various sectors. Our services include cloud computing, cybersecurity, data management, and more.

We have an open culture where collaboration, inclusion and close working with the leadership team is essential – we work together & we win together!

Focus of the role:

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.

Why BCN?

• The opportunity to shape your own future with industry leading training and development and access to our BCN Academy
• Competitive salary and the ability to progress
• 23 days holiday increasing with length of service and the option to buy additional leave
• Hybrid working
• Birthday off
• Company pension scheme
• 2 paid leave days per annum to volunteer and support your local community
• Health cash plan with free access to a confidential Employee Assistance Programme (EAP) supporting bereavement, financial, health and wellbeing, and much more
• Life assurance
• Cycle to work scheme, electric vehicle scheme, tech scheme and retail discounts
• State-of-the-art office with free parking
• Free 24-hour on-site gym (Manchester and Leeds)
• Long service gifts to celebrate the milestones
• Beer Fridays, end of month pizza, pool tables (with cross office tournaments if you fancy your chances!), dress down every day, social events such as Summer BBQ, plus more!

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.

Desirables:

• Experience in a team leadership role will be desirable.
• No CAL/AL development skills required.
• Basic report layout design skills desirable.
• A working knowledge of Warehousing operations is desirable.
• A working knowledge of Manufacturing is a plus.
• Any accounting experience / qualification is highly desirable.
• MB800 Certified desirable.