L1 Microsoft Dynamics 365 Service Desk Support Lead

Position title

L1 Microsoft Dynamics 365 Service Desk Support Lead

Description

The L1 Microsoft Dynamics 365 Service Desk Support Lead is the single accountable owner for first-line (L1) and intermediate (L1.5) support of the Microsoft Dynamics 365 platform across the organization. The role is both hands-on and leadership-oriented - personally resolving Dynamics 365 user issues, access requests and in-app guidance questions at the front line, while leading a roster of L1 service desk technicians who do the same for internal and external customers.

Responsibilities

• The role s primary technical focus is Microsoft Dynamics 365 - user access and licence management, security role and business-unit troubleshooting, record / view / dashboard support, Advanced Find, business process flow guidance, server-side sync and Outlook / Teams integration, Power Platform admin basics, and routing deeper issues to L2 / L3 Dynamics consultants or Microsoft Unified Support. Alongside this Dynamics focus, the Lead handles the standard service desk portfolio - applications, operating systems, hardware, printers, basic networking - as the single point of contact for all incidents and service requests. The ideal candidate combines a strong Microsoft Dynamics 365 L1 / L1.5 skill set with proven service-desk shift-leadership, SLA governance and incident / escalation discipline in an ITIL-aligned environment.

Qualifications

• 3-5 years of directly related experience in a Help Desk / Service Desk operation, with at least 1-2 years supporting Microsoft Dynamics 365 at L1 / L1.5 level.
• Hands-on experience with Dynamics 365 user access, security roles, business units, Advanced Find, business process flows, server-side sync and Outlook / Teams / mobile integrations.
• Experience in a 24 7 365 shift operation - shift-lead or senior-agent exposure strongly preferred.
• Proven experience in an ITIL environment with hands-on use of ITIL tools such as Zoho ServiceDesk Plus, ServiceNow or equivalent.
• Infrastructure technical support experience across applications, operating systems and hardware.
• Proficiency in Microsoft tools - Windows, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Entra ID basics.
• At least one year of professional experience in a Help Desk / Service Desk or similar professional role is an absolute minimum."