D365 Support Manager

Company: Crowe
Location: Sherman Oaks
Posted on: January 16, 2022

Job Description:

Your Journey at Crowe Starts Here:At Crowe, you have the opportunity to deliver innovative solutions to today's complex business issues. Crowe's accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a "Best Place to Work." We are 75 years strong and still growing. Come grow with us!Job Description:Crowe's expertise in implementing and supporting Microsoft Dynamics in the Steel Industry is second to none and with an increasing number customers going live.The Support job is to oversee and ensure timely delivery of quality functional and technical support services to the end users by our support team, in concert with our client's internal Helpdesk team. This requires knowledge of the Microsoft Dynamics 365 software and effective personnel management skills.We are utilizing state of the art ITSM (Service Now, VSTS) technology to log and manage all support requests and incidents. We expect you to coordinate the support cases across all levels (L1-L3) and ensure that agreed service levels are achieved. You will be responsible that the staff meets and exceeds expectations in regards to requirements, performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.The main activity of a Crowe Support Manager is the coordination with the user community through the customer's internal helpdesk. As such your activities are a combination of the following tasks:Oversee, manage and coordinate all requests, incidents and problems that are logged in our ITSMBe personally involved in all urgent and complicated support issuesAct as an escalation point for all requests and incidentsManage all escalation processes with all parties involvedDetermine root cause of issues an communicate appropriately to all parties involvedTrain, coach and mentor assigned Support Team Members, and advice on their Career development activitiesAs needed, schedule employees working times and provide backup supportAssist in case transfer between teams (i.e. Local team to international team)Create weekly, monthly and quarterly reports based on KPI's and SLA'sEnsure our Service Desk system is the single source of truth for all logged cases.Review and improve ticket resolution processesMonitor and manage case queueParticipate in escalated calls as neededAdvise management on situations that may require additional client support or escalation.Manage process for communicating outage/emergency activities to the organization.Manage ISV relationships as it depends on daily operational needs.PO review and approval/budgeting responsibility.Review survey feedback to improve services, tools and support experience.Keep confidential all applicant, client, and verification and company proprietary information.This position requires a minimum of 10% travel.#IndeedOur Benefits:

At Crowe, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Crowe can mean for you!

How You Can Grow:

We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper!

More about Crowe:

Crowe (www.crowe.com) is one of the largest public accounting, consulting and technology firms in the United States. Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services. Crowe is recognized by many organizations as one of the country's best places to work. Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory services firms in more than 130 countries around the world.

Crowe LLP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Keywords: Crowe, Los Angeles , D365 Support Manager, Executive , Sherman Oaks, California