Contract Helpdesk Manager / 2nd‑Line Support (Dynamics 365) 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 Dynamics 365. This project will cover the next 20 days pre post‑go‑live and throughout a 3 month stabilisation window. The two‑person service desk may well experience elevated ticket volume. We are seeking an experienced Helpdesk Manager with strong 2nd‑line MS365 and Microsoft Dynamics to: Manage the overall helpdesk function Protect service levels during the hyper‑care period by taking ownership of complex incidents or tickets Mentoring two engineers and demonstrating 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 Dynamics 365, 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. Dynamics 365 & SQL support – execute queries, analyse locks and p...