Applications Support Manager, D365 F&O

TurnKey Labs, Inc.; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible PTO

Health/Sport Budget

Fully remote

Job summary

Vuori is seeking an Application Support Manager to lead the Dynamics 365 production support function, triaging incidents, service requests, and system issues across Finance, Supply Chain, and Operations.

You will manage intake channels (Jira, email, portals), coordinate with offshore resources, and drive process improvements with metrics and dashboards to boost SLA performance and user satisfaction.

Qualifications

• 5+ years of ERP application support and service delivery.
• 2+ years leading support teams or service desks.
• Experience with Dynamics 365 Finance & Operations, SAP, or Oracle.
• Strong incident management and escalation practices.

Responsibilities

• Own the ERP production support process for Dynamics 365 Finance & Operations.
• Manage end-to-end lifecycle of support requests, incidents, and service tickets.
• Lead the offshore support team and coordinate across functions.
• Develop operational metrics and dashboards to monitor performance.
• Communicate status, risks, and priorities to stakeholders.

Skills

ERP support

Leadership

Dynamics 365

Incident management

Offshore teams

Ticketing tools

Analytical thinking

Communication

Tools

Jira

ServiceNow

Zendesk

Job description

About the Role

As the Application Support Manager, you will lead the day-to-day operations of our Dynamics 365 (D365) production support function. You will serve as the central point of intake for business support requests, ensuring incidents, service requests, and system issues are triaged, prioritized, assigned, and resolved efficiently.

This role reports to the Director of Business Systems. It will collaborate with business operations, offshore support resources, and internal Business Systems teams to deliver a world-class support experience.

About The Company

Vuori is re-defining what athletic apparel looks like: built to move and sweat in but designed with a casual aesthetic to transition into everyday life. We draw inspiration from an active coastal California lifestyle; an integration of fitness, creative expression, and life. We aim to inspire others to take on all aspects of their lives with clarity, enthusiasm, and purpose…while having a lot of fun along the way. Working at Vuori, our goal is to create something special together. Our foundation and success are made possible thanks to incredible people, thriving culture, and an inspirational community.

What you’ll get to do:

• Own the ERP production support process for Dynamics 365 Finance & Operations and related enterprise applications.
• Manage the end-to-end lifecycle of support requests, incidents, and service tickets.
• Serve as the primary point of contact for production support activities across Finance, Supply Chain, Operations, Retail, and other business functions.
• Receive, review, and prioritize incoming support requests through Jira, email, support portals, and other intake channels.
• Assess the business impact, urgency, complexity, and root cause of reported issues.
• Route requests to the appropriate offshore support analyst or internal Business Systems Analyst.
• Escalate critical production issues.
• Ensure support requests contain adequate detail for efficient troubleshooting and resolution.
• Lead day-to-day operations of the offshore support team.
• Assign, monitor, and balance workload across offshore analysts.
• Manage ticket queues, capacity planning, backlog reduction, and SLA performance of our offshore Team.
• Review support quality, productivity, and adherence to documented procedures.
• Identify opportunities to expand offshore support capabilities through training, SOPs, and knowledge transfer.
• Develop operational metrics and dashboards to monitor support performance.
• Report on ticket volume, backlog, resolution times, and team utilization.
• Build trusted relationships with business users, IT leadership and support partners.
• Communicate issue status, risks, priorities, and resolution plans to stakeholders.

Basic Qualifications (Who you are)

• 5+ years of experience in ERP application support, production support, service delivery, or business systems operations.
• 2+ years of experience leading support teams, service desk operations, or managed support resources.
• Experience supporting Microsoft Dynamics 365 Finance & Operations, SAP, Oracle, or other enterprise ERP platforms.
• Strong understanding of incident management, ticket triage, escalation management, and service delivery best practices.
• Experience managing offshore or distributed support teams.
• Experience working with ticketing and workflow management platforms such as Jira, ServiceNow, Zendesk, or similar systems.
• Strong analytical and problem-solving skills with the ability to assess business impact and prioritize effectively.
• Excellent verbal and written communication skills with the ability to work across technical and business audiences.

What Success Looks Like

• Support requests are triaged consistently and routed to the right resource the first time.
• Offshore support resources operate efficiently with clear priorities and documented procedures.
• SLA adherence, response times, and customer satisfaction improve over time.
• Backlog and recurring support demand are reduced through process improvements and knowledge management.
• Business Systems Analysts spend more time delivering strategic initiatives and less time handling routine support activities.

We offer

• We welcome new ideas and allow you to make an immediate impact on the team.
• Flexible Paid time off(PTO for any reason, including sick days (no specified limits) and flexible work schedule.
• Health/Sport Budget.
• Fully remote.

Vuori is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.