Support Manager

The Opportunity

Our client, an established Microsoft Dynamics 365 partner working across Business Central and Customer Engagement, is looking for a commercially minded support leader to build and grow its support and managed services practice.

Today, support is handled by a small dedicated team alongside the wider consulting group. The business now wants to turn support into a structured, scalable and profitable service line, with a clear goal of reaching seven-figure recurring support revenue. That starts with an existing base of more than 150 past clients, many of whom are not currently on a support agreement.

This is a chance to shape a practice from the ground up, with real ownership of the team, the service model and the numbers.

What You’ll Be Doing

• Establishing a dedicated support function, including team structure, roles, processes, SLAs and tooling
• Moving support work away from project consultants and into a focused, efficient support desk
• Re-engaging dormant and existing clients to convert them into recurring support and managed services agreements
• Designing support offerings, packages and pricing that clients value and the business can deliver profitably
• Owning the financial performance of the support desk, including revenue, utilization, margin and renewals
• Building a growth plan to scale recurring support revenue and reporting progress to leadership
• Leading, hiring and developing the support team as the practice grows

What We’re Looking For

• Experience running a support desk, service desk or managed services team, ideally within a Microsoft Dynamics partner
• Strong knowledge of Dynamics 365 Business Central, Customer Engagement or the wider Dynamics ecosystem
• A commercial mindset, with experience managing support P&L, pricing or recurring revenue targets
• A track record of growing support or AMS business through renewals, upsell or client re-engagement
• Confidence building processes, teams and service models from scratch
• Excellent client-facing and communication skills, comfortable with both technical and executive stakeholders

Why This Role?

• A genuine build opportunity with leadership backing and a clear growth target
• High visibility and direct influence on the direction of the business
• Fully remote, anywhere in the US or Canada
• Base salary of up to $120,000