The Customer Support Manager leads the Dynamics Support Department and is accountable for the quality and consistency of the service our customers receive every day. You will watch performance metrics closely, respond quickly when they move in the wrong direction, and dig into the underlying causes rather than settling for repeat workarounds. Just as important, you will challenge the way we work today.

We are looking for someone who can redesign processes that no longer serve customers or the team, build the case for change with data, and measure the result in customer satisfaction, employee satisfaction, and profitability. Our people are the cornerstone of our success, so the strongest candidates bring a proven record of supervising, mentoring, and developing a support team, and genuinely enjoy the work of growing others.

Service

Delivery and Customer Experience Own the end-to-end support process, ensuring every issue is acknowledged, worked, and resolved within committed response and resolution targets. Serve as the escalation point for complex, high-visibility, or at-risk issues, coordinating across consulting, development, and vendor support channels until the customer has a resolution. Design, document, and continuously refine support processes, intake standards, and knowledge resources that raise first-contact resolution and reduce repeat contacts.

Monitor ticket volume, aging, and category trends to identify systemic problems early and drive permanent fixes. Partner with the Director of Customer Support to plan and execute process improvements, training initiatives, and departmental milestones that keep the team running efficiently and effectively. Lead, coach, and develop the support team, setting clear expectations and holding the group to a consistently high standard of service.

Recognize strong work publicly and address performance gaps promptly, directly, and constructively. Manage scheduling, coverage,



and capacity so the team meets its service commitments without burning out. Identify and recommend training platforms, certifications, and development paths that deepen the team's product and service skills.

Performance, Reporting, and Continuous Improvement Own the department's reporting cadence, preparing and presenting regular updates on support metrics, team performance, and customer satisfaction. Establish and monitor the measures that matter, including response and resolution time, backlog and case aging, first-contact resolution, utilization, and customer satisfaction, and act quickly when results move off target. Use data rather than anecdote to prioritize improvement work and to make the business case for tooling, staffing, or process change.

Track the drivers of departmental profitability, such as billable utilization and contract scope, and flag risks to leadership early. Stay current on Microsoft Dynamics releases, roadmap changes, and support tooling, and translate what changes into practical guidance for the team and our customers. Follow customer service best practices and emerging technology trends, and bring proven ideas back into the department.

Three to five years of experience managing a customer service or support team, including direct supervision of individual contributors. Hands-on experience delivering customer support for ERP and CRM solutions; Microsoft Dynamics strongly preferred. Working command of service management methods and metrics, including utilization, service level performance, and capacity planning.

Highly organized and detail-oriented,



comfortable managing competing priorities without losing the thread. Awareness of current technology trends and how they apply to customer service delivery.

Experience in a consulting, partner, or managed services environment where support is delivered against contracts and service commitments. Familiarity with case management in Dynamics 365 Customer Service or a comparable ticketing platform.

Relevant

Microsoft certifications. Within the first year, customers describe our support as responsive, accountable, and easy to work with. The processes you inherit look meaningfully different from the ones you leave behind, and the difference is visible in customer satisfaction, employee retention, and departmental profitability.

Super Healthcare Benefits: Say goodbye to worries about medical, dental, and vision costs. We've got your back with access comprehensive healthcare coverage, and yours is covered!

Retirement Treasure: Invest in your future with access to a 401(k)-retirement plan. Your financial security is important, and we're here to help you build it. Enjoy generous paid time off for vacations, holidays, and those inevitable sick days.

Work from home Magic: Embrace the freedom to work remotely from the location of your choice. We've been on an exciting mission since 1987 to partner with customers as they transform and grow their businesses. As a Microsoft Solution Partner, we’re recognized as a top partner.

We owe that success to our team of 150+ Microsoft Dynamics 365 and Power Platform solutions experts who pair business needs with system capabilities to create the recipe for success. We are continuously innovating to maximize our customers’ technology investments. Frequently cited statistics show that women and underrepresented groups are more likely to only apply to jobs if they meet 100% of the listed qualifications.

Western

Computer encourages you to break that statistic and to apply.

📌 Microsoft Dynamics 365 Customer Support Manager (Quebec)
🏢 Western Computer
📍 Quebec