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Contract length: 4months 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 20days 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 Dynamics365, Windows and O365 issues
- Triage SQL queries.
- Team leadership & scheduling manage workloads, rotas and on-call cover for two Service Desk Engineers.
- Ticket triage & resolution own Priority 13 incidents, ensuring 5days) by Week6.
- Dynamics365 & SQL support execute queries, analyse locks and potentially guide data-fix requests.
- Process design & documentation With guidance from IT Manager to create/maintain SOPs and knowledge-base articles for the top20 recurring issues.
- Metrics & reporting establish dashboards for backlog age, first-touch fix%, reopen%, SLA compliance; present weekly to the HeadofIT.
- 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.
Timeframe
Deliverable
Days15
Service-desk baseline, agreed SLAs, hyper-care playbook
Days620
Ticket triage leadership, first wave of SOPs, initial SQL query library
Weeks48
KPI dashboard live; coaching and code reviews embedded
Weeks916
100?% SOP coverage for repeat issues; handover pack & exit report
Required skills & experience
- 3+years managing an IT Service/Help Desk (200500 seats).
- Demonstrable Dynamics365 F&O incident resolution.
- Strong Transact-SQL: ability to write and optimise queries and perform basic performance tuning.
- Hands-on support of Microsoft 365, Windows10/11, networking fundamentals.
- Proven track record drafting SOPs, defining SLAs/KPIs and driving adoption.
- Excellent stakeholder communication skills and experience coaching junior engineers.
- Previous AX2009/2012 to Dynamics365 migration exposure.
- ITILFoundation or SDI Service Desk Manager certification.
- Retail POS hardware/software familiarity.
- PowerBI basics for ad-hoc reporting.
- Reports to the HeadofIT.
- Works closely with Dynamics project team, DBA and Infrastructure Lead.
- Works three days per week (TueThu preferred) with some additional flexibility for remote support outside those days if required.
- Standard hours 08:0017:00 (UK), with ad-hoc out-of-hours escalation during hyper-care.
