Support Team Lead - D365 Business Central

Transparity is a fast-growing IT company focusing on Microsoft Cloud based solutions. Our culture has an enviable reputation in the industry which we work hard to maintain. We are focused on creating an inclusive environment where our employees thrive based upon integrity, strong work ethic, a one-team ethos, desire to learn and develop and a commitment to deliver unwavering service excellence to our customers, vendors and partners. Therefore, first and foremost we recruit with our cultural fit in mind.

Job Overview/Purpose

Our Managed Service Offering is key in delivering a first-class customer experience to enable our customers success.

This role is accountable for the day-to-day technical operations of the Business Central Support team. The primary aim is delivering continual quality of support to our customers by providing technical expertise to our customers and to the support team to ensure we are adhering to our service level agreements (SLA’s), exceeding our customers support expectations.

As a Business Central support team lead the role will be split – 80% technical and 20% administrative – to be the principal port of call for all Business Central queries.

Main Duties and Responsibilities

• Be the technical lead for Business Central support, acting as a trusted point of contact for customers and colleagues and providing guidance on complex technical challenges.

• Lead, mentor and develop the support team, balancing workloads, building capability and creating opportunities for ongoing learning and development.

• Take ownership of complex incidents and escalations, working with customers, Microsoft and third-party vendors to investigate, test and resolve issues.

• Oversee day-to-day service delivery, ensuring tickets progress effectively against SLAs while supporting resource and capacity planning.

• Provide technical guidance across Business Central architecture, deployments, integrations, infrastructure and sizing, helping customers and colleagues make informed decisions.

• Drive continuous improvement across the service through root cause analysis, knowledge sharing, technical standards, documentation and improved support processes.

• Support the continued development of Managed Services by onboarding new customers, maintaining strong customer communication and identifying opportunities to improve the service experience.

Skills, experience and qualifications

• Be the technical lead for Business Central support, acting as the main technical point of contact for customers and the wider support team.

• Lead, mentor and support Business Central consultants, providing day-to-day technical guidance and helping develop capability across the team.

• Manage team workloads and capacity, ensuring work is distributed effectively and there is appropriate coverage across service hours.

• Identify training and development needs, maintain skills matrices and support regular team meetings and one-to-one conversations.

• Take ownership of complex incidents and escalations, working with customers, colleagues, Microsoft and third-party vendors to investigate, test and resolve issues.

• Oversee ticket progression and service delivery against SLA targets, ensuring customer issues continue to move towards resolution.

• Build strong customer relationships through clear, timely communication on incidents, investigations and resolutions.

• Provide expert guidance on Business Central architecture, deployment, integrations, infrastructure and sizing considerations.

• Establish and maintain technical standards, support processes and best practice across the Business Central support function.

• Drive continuous improvement through root cause analysis, knowledge sharing and initiatives that enhance the quality of the service.

• Create and maintain high-quality technical documentation, knowledge articles and operational procedures that help the team resolve issues effectively.

• Support the onboarding of new customers into Managed Services, helping ensure a smooth transition into ongoing support.

Disability Confident

Transparity have a proactive attitude when it comes to looking after the wellbeing and inclusion of all our employees.  We promote equal opportunities through our recruitment process and a positive, inclusive culture across the business which we are proud of. We are diverse in our approach to recruitment and recognise that talent comes in all different forms.  The diversity in our team is what helps our business work so well.   

To find out more about our disability commitment please contact People & Culture or ask during the interview. 

Our Offering

In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey: 

• To work at a 3* World Class Best Company  

• Flexibility over where you work with our Winning from Anywhere® approach  

• 25 days holiday  

• Home working allowance paid monthly  

• Winning from Anywhere® allowance to help your set up at home  

• 24/7 GP at hand  

• Immediate 24/7 access to an Employee Assistance Programme