Helpdesk Manager - 3 Days A Week

True Worth Consulting; Liverpool City Region; Hybrid; GBP 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a skilled Helpdesk Manager to oversee the transition from Microsoft AX to Dynamics365. This role involves managing a small team, ensuring service levels during the migration, and implementing ITIL-aligned processes. The ideal candidate will have a strong background in Dynamics365 and SQL, with excellent communication skills to mentor junior staff. This position offers the flexibility of a part-time schedule while playing a crucial role in a significant project, providing the opportunity to make a real impact in a dynamic environment.

Qualifications

• 3+ years managing an IT Service/Help Desk with Dynamics365 experience.
• Strong SQL skills for query optimization and performance tuning.

Responsibilities

• Manage helpdesk function and mentor two engineers.
• Own Priority 1-3 incidents and ensure timely resolution.

Skills

Dynamics365 F&O incident resolution

Transact-SQL

Microsoft 365 support

Stakeholder communication

ITIL processes

Tools

Microsoft 365

Windows 10/11

Power BI

Job description

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Contract Helpdesk Manager/2nd‑Line Support (Dynamics365)

Contract length: 4 months
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 20 days pre- and post-go-live and throughout a 3-month stabilization window. The two-person service desk may experience elevated ticket volume. We are seeking an experienced Helpdesk Manager with strong 2nd-line MS365 and Microsoft Dynamics skills to:

• Manage the overall helpdesk function
• Protect service levels during the hyper-care period by taking ownership of complex incidents or tickets
• Mentor two engineers and demonstrate 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

Key responsibilities

• Team leadership & scheduling - manage workloads, rotas, and on-call cover for two Service Desk Engineers
• Ticket triage & resolution - own Priority 1-3 incidents, ensuring <10 aged tickets (>5 days) by Week 6
• Dynamics365 & SQL support - execute queries, analyze locks, and potentially guide data-fix requests
• Process design & documentation - create/maintain SOPs and knowledge-base articles for the top 20 recurring issues with guidance from IT Manager
• Metrics & reporting - establish dashboards for backlog age, first-touch fix%, reopen%, SLA compliance; present weekly to the Head of IT
• 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

Key deliverables & timeline

• Days 1-5: Service-desk baseline, agreed SLAs, hyper-care playbook
• Days 6-20: Ticket triage leadership, first wave of SOPs, initial SQL query library
• Weeks 4-8: KPI dashboard live; coaching and code reviews embedded
• Weeks #removed#: SOP coverage for repeat issues; handover pack & exit report

Required skills & experience

• 3+ years managing an IT Service/Help Desk (#removed# seats)
• Demonstrable Dynamics365 F&O incident resolution
• Strong Transact-SQL: ability to write and optimize queries and perform basic performance tuning
• Hands-on support of Microsoft 365, Windows 10/11, networking fundamentals
• Proven track record drafting SOPs, defining SLAs/KPIs, and driving adoption
• Excellent stakeholder communication skills and experience coaching junior engineers

Desirable

• Previous AX2009/2012 to Dynamics365 migration exposure
• ITIL Foundation or SDI Service Desk Manager certification
• Retail POS hardware/software familiarity
• Power BI basics for ad-hoc reporting

Reporting & working environment

Reports to the Head of IT. Works closely with Dynamics project team, DBA, and Infrastructure Lead. Works three days per week (Tue-Thu preferred) with some additional flexibility for remote support outside those days if required. Standard hours 08:00-17:00 (UK), with ad-hoc out-of-hours escalation during hyper-care.