Dynamics Team Lead – Managed Services

About Quisitive

Quisitive is a Microsoft solutions partner helping organizations transform through Microsoft Dynamics 365, Power Platform, Azure, Data & AI, Security, and Modern Work solutions. Our Managed Services practice provides ongoing support, maintenance, optimization, and enhancements for customers across North America.

Position Summary

The Managed Services Dynamics Teams Lead is a hands-on player-coach role. You will lead the development and growth of a team of Dynamics consultants and support professionals in Hyderabad while also working directly on customer tickets, complex issues, escalations, and enhancements. This role is a strong fit for an experienced Dynamics Managed Services professional who wants to remain technical while growing their leadership skills.

What You'll Do

• Support the transition of customers from implementation projects into Managed Services.
• Lead and mentor Dynamics consultants and support professionals.
• Assign and prioritize tickets based on urgency, skills, workload, and service commitments.
• Monitor ticket queues, backlogs, response times, quality, and team performance.
• Identify recurring issues, support root cause analysis, and improve support processes.
• Partner with North American delivery leaders, architects, and customer-facing teams.
• Actively resolve complex Dynamics 365 tickets, incidents, and customer escalations.
• Troubleshoot production issues and perform configuration changes and enhancements.
• Support workflows, integrations, security roles, reporting, and data-related requests.
• Review technical solutions and provide guidance to team members.
• Manage SLA commitments and multitask across multiple customer accounts, maintaining strong, timely communication with each client.
• Support hiring and onboarding, identify skill gaps, and develop backup coverage to reduce dependence on individual team members.
• Lead responses to major application incidents, coordinating troubleshooting, escalations, service restoration, and customer updates.
• Ensure fixes, configuration changes, and enhancements follow approval, testing, deployment, and rollback procedures.
• Ensure incoming customers have completed knowledge transfer, documentation, access, known-issue records, and clear support ownership before handover.

Required Qualifications

• 8+ years of hands-on Microsoft Dynamics 365 experience in a managed support role.
• 4+ years of experience leading, mentoring, or coordinating a technical team.
• Experience developing a support team within an expanding product or capability setting
• Strong experience with Dynamics 365 CE, Dynamics 365 Finance & Operations, Power Platform, or a combination of these technologies.
• Strong troubleshooting, problem-solving, and technical decision-making skills.
• Ability to balance hands-on technical delivery with team leadership responsibilities.
• Clear written and verbal communication skills, with the ability to work effectively with colleagues and customers globally.
• Prior experience communicating with teams and clients in North America.

Preferred Qualifications

• Microsoft Dynamics or Power Platform certifications.
• Experience with Azure DevOps, Jira, ServiceNow, or a similar ticketing platform.

Why Join Quisitive?

• Combine hands-on Dynamics work with team leadership.
• Work with enterprise clients & a global implementation team across multiple Business Applications products
• Help build and improve a growing Managed Services delivery team.
• Grow your career within a global, Microsoft-focused organization.