Remote Dynamics Support Manager

Western Computer Inc.; Oxnard (CA); Hybrid; USD 125,000 - 170,000; Full time

Benefits offered by this job

Stellar Salary

Healthcare Benefits

401(k) Retirement

Paid Time Off

Remote Work

Job summary

Western Computer Inc. is seeking a Customer Support Manager to lead the Dynamics Support Department, ensuring quality service and hands-on leadership. You will monitor metrics, drive improvements, and mentor the team to grow capabilities while enhancing customer satisfaction and profitability.

You will redesign processes, justify changes with data, and partner with leadership to deliver measurable improvements in service delivery and team development.

Qualifications

• 3–5 years managing a customer service or support team.
• Hands-on experience delivering ERP/CRM support, with Dynamics preferred.
• Strong command of service management metrics, SLAs, and capacity planning.
• Proven track record mentoring high-performing teams.
• Ability to translate strategy into actionable plans for the team.
• Excellent written and verbal communication, negotiation, and presentation skills.
• Highly organized with ability to manage competing priorities.

Responsibilities

• Own end-to-end support process, ensuring issues are acknowledged, worked, and resolved within targets.
• Escalation point for complex issues; coordinate across consulting, development, and vendor channels to resolve.
• Design and refine support processes, intake standards, and knowledge resources.
• Monitor ticket volume, aging, and trends to drive permanent fixes.
• Build relationships with client stakeholders and surface opportunities to add value.
• Plan and execute process improvements, training, and departmental milestones with leadership.

Skills

People leadership

ERP/CRM support

Dynamics 365

Data-driven decisions

Communication skills

Strategic thinking

Tools

Dynamics 365

Ticketing platform

Job description

Western Computer Inc. is seeking a Customer Support Manager to lead the Dynamics Support Department, ensuring quality service and hands-on leadership. You will monitor metrics, drive improvements, and mentor the team to grow capabilities while enhancing customer satisfaction and profitability.

You will redesign processes, justify changes with data, and partner with leadership to deliver measurable improvements in service delivery and team development.