Dynamics Team Lead – Managed Services

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.