Y Combinator D365 CE & Power Platform Technical Support Team Lead
Posted Updated
We are seeking a highly skilled and experienced D365 CE & Power Platform Technical Support Team Lead to join our team. The successful candidate will lead a team of L2 and L3 technical consultants who provide application support, troubleshooting, and enhancements for Microsoft Dynamics 365 Customer Engagement (CE) solutions and the wider Microsoft Power Platform (Power Apps, Power Automate, Power BI, Dataverse). The candidate would be expected to be hands-on with incident resolution and change delivery alongside their team management responsibilities.
From a technical perspective, this role involves working closely with business users, internal teams, and third-party vendors to ensure smooth system operations, timely resolution of incidents, and the ongoing optimization of CRM and Power Platform solutions. You will also work as an escalation point across the Power Platform support practice helping your colleagues resolve incidents and deliver more technical changes.
In terms of leadership, you will be responsible for the performance of your team and the quality of their delivery and ticket management. You will be expected to lead daily stand ups and undertake regular one to ones as well as semi-annual performance reviews with your team.
- Lead a team of D365 CE and Power Platform consultants.
- Own performance management and goal setting for your team.
- Champion best practise across the team, in terms of technical delivery and ticket management.
- Work alongside our Service Delivery and Change team to ensure priorities are managed and delivered.
- Work as a technical escalation point primarily for a sub-set of our customers but also across the wider team.
- Troubleshoot issues related to Dynamics 365 CE modules (Sales, Customer Service, Marketing, Field Service).
- Support and maintain Power Platform solutions including Canvas Apps, Model-driven Apps, Power Automate flows, Power BI reports, and Dataverse.
- Configuration and customisation of Dynamics 365 CE including Plugins, Javascripts, Web Services, Logic Apps, Azure Functions and Service Bus.
- Manage and coordinate system upgrades, Wave updates, and patch deployments, ensuring operational continuity and minimal disruption.
- Solution lifecycle management (DevOps, ALM).
- Collaborate with business stakeholders to gather requirements and translate them into technical specifications or Change Requests.
- Manage and prioritise your time effectively.
- Proven experience leading and mentoring Dynamics 365 CE functional and technical consultants, within an L2/L3 support or managed services environment.
- Experience managing the day-to-day delivery of support services, ensuring SLAs, KPIs, service quality and customer satisfaction objectives are achieved.
- Proven ability to prioritise and coordinate multiple support activities, escalations and development initiatives across competing customer requirements.
- Proven experience conducting code reviews, knowledge-sharing sessions and mentoring team members to support technical development and career progression.
- Experience collaborating with Service Delivery Managers, Customer Success teams and client stakeholders to provide technical guidance and strategic recommendations.
- Strong experience supporting Microsoft Dynamics 365 CE (CRM) in a technical role.
- Experience creating plugins, Javascript and Azure function apps.
- Strong experience with the wider Microsoft Power Platform (Power Apps, Power Automate, Power BI and Power Pages).
- Expert knowledge of D365 CE modules such as Sales, Customer Service, Marketing, or Field Service.
- Experience integrating Dynamics CRM with 3rd party APIs and custom integrations.
- Microsoft certifications PL-200 and PL-400/600, other certifications are a plus.
- Experience working with DevOps, ALM processes, and CI/CD pipelines for Power Platform solutions.
- Knowledge of SQL data migration and reporting tools.
- Experience with Azure application services.