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Contract Helpdesk Manager/2nd‑Line Support (Dynamics365)
Contract length: 4 months
Location: Merseyside
3 days working week
Start date: ASAP
Purpose of the role
Our retail client is migrating from Microsoft AX 2008 to Dynamics365. This project will cover the next 20 days pre- and post-go-live and throughout a 3-month stabilization window. The two-person service desk may experience elevated ticket volume. We are seeking an experienced Helpdesk Manager with strong 2nd-line MS365 and Microsoft Dynamics skills to:
* Manage the overall helpdesk function
* Protect service levels during the hyper-care period by taking ownership of complex incidents or tickets
* Mentor two engineers and demonstrate best practices
* Option to introduce lightweight ITIL-aligned processes
* Support the IT Manager with Standard Operating Procedures (SOPs) and performance metrics that will endure after contract end
* Act as the escalation point for Dynamics365, Windows, and O365 issues
* Triage SQL queries
Key responsibilities
* Team leadership & scheduling - manage workloads, rotas, and on-call cover for two Service Desk Engineers
* Ticket triage & resolution - own Priority 1-3 incidents, ensuring 5 days) by Week 6
* Dynamics365 & SQL support - execute queries, analyze locks, and potentially guide data-fix requests
* Process design & documentation - create/maintain SOPs and knowledge-base articles for the top 20 recurring issues with guidance from IT Manager
* Metrics & reporting - establish dashboards for backlog age, first-touch fix%, reopen%, SLA compliance; present weekly to the Head of IT
* Continuous improvement - run root-cause analysis, trend spotting, and propose corrective actions
* Knowledge transfer - deliver train-the-trainer sessions and a final service-desk health report before roll-off
Key deliverables & timeline
* Days 1-5: Service-desk baseline, agreed SLAs, hyper-care playbook
* Days 6-20: Ticket triage leadership, first wave of SOPs, initial SQL query library
* Weeks 4-8: KPI dashboard live; coaching and code reviews embedded
* Weeks #removed#: SOP coverage for repeat issues; handover pack & exit report
Required skills & experience
* 3+ years managing an IT Service/Help Desk (#removed# seats)
* Demonstrable Dynamics365 F&O incident resolution
* Strong Transact-SQL: ability to write and optimize queries and perform basic performance tuning
* Hands-on support of Microsoft 365, Windows 10/11, networking fundamentals
* Proven track record drafting SOPs, defining SLAs/KPIs, and driving adoption
* Excellent stakeholder communication skills and experience coaching junior engineers
Desirable
* Previous AX2009/2012 to Dynamics365 migration exposure
* ITIL Foundation or SDI Service Desk Manager certification
* Retail POS hardware/software familiarity
* Power BI basics for ad-hoc reporting
Reporting & working environment
Reports to the Head of IT. Works closely with Dynamics project team, DBA, and Infrastructure Lead. Works three days per week (Tue-Thu preferred) with some additional flexibility for remote support outside those days if required. Standard hours 08:00-17:00 (UK), with ad-hoc out-of-hours escalation during hyper-care.
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