Support Leader

Overview

170+ Years Strong. Industry Leader. Global Impact.At Pinkerton, the mission is to protect our clients. To do this, we provide enterprise risk management services and programs specifically designed for each client. Pinkerton employees are one of our most important assets and critical to the delivery of world-class solutions. Bonded together, we share a commitment to integrity, vigilance, and excellence.

 

Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives to join our network of industry subject matter experts.

 

The Support Leader will oversee the support and governance of Microsoft Dynamics 365 applications including Sales, Field Service, Project Operations, Client Care, Canvas Apps and the wider Power Platform, together with integrations to external enterprise systems.

The successful candidate will combine strong technical knowledge with excellent leadership, stakeholder management, service management and operational governance skills, while driving innovation through automation and AI-enabled support capabilities.

 

The Support Leader is accountable not just for incident resolution but for the operational health, governance and lifecycle management of the entire Dynamics 365 estate.

Responsibilities

• Represent Pinkerton’s core values of integrity, vigilance, and excellence.
• Lead, coach and develop a team of Microsoft Dynamics 365 Support Engineers.
• Manage team workload, priorities and resource allocation to ensure service commitments are achieved.
• Provide technical leadership, mentoring and knowledge sharing across the team.
• Support recruitment, onboarding and performance management activities.
• Foster a culture of continuous learning, accountability and customer service excellence.
• Own the operational support service for Microsoft Dynamics 365 globally.
• Define and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and operational performance metrics.
• Drive continual service improvement initiatives within D365 and ServiceNow platforms.
• Lead Incident, Problem and Major Incident Management activities.
• Ensure appropriate governance, change control and release management processes are followed.
• Produce regular service reporting and operational updates for senior stakeholders.
• Oversee Microsoft Dynamics 365 and Power Platform license management across the global estate, ensuring licenses are appropriately allocated, governed and optimised.
• Identify opportunities to improve license utilisation and manage licensing costs effectively.
• Drive the adoption of AI and automation capabilities within the support function to improve service efficiency, reduce manual effort and enhance the user experience.
• Champion the use of Microsoft Copilot, Power Platform automation, AI-assisted support tools and other emerging technologies to modernise support processes.
• Evaluate and implement innovative support capabilities that improve operational performance, increase first-time resolution and reduce repetitive support activities.
• Oversee day-to-day support activities for Microsoft Dynamics 365 applications, ensuring timely resolution of user issues and minimal business disruption.
• Provide technical escalation support for complex issues where required.
• Monitor platform health, performance and availability, ensuring optimal system reliability.
• Oversee platform configuration and ensure all customisations follow Microsoft best practices and governance standards.
• Review and approve significant configuration changes.
• Ensure integrations with enterprise systems remain stable, secure and supportable.
• Oversee testing activities including regression testing and User Acceptance Testing (UAT).
• Ensure appropriate testing standards are followed prior to production deployments.
• Coordinate production releases alongside project and delivery teams.
• Review deployment readiness and operational support requirements.
• Own the governance and management of the Microsoft Dynamics 365 and Power Platform environments across Development, Test, UAT, Training and Production.
• Ensure environments are appropriately configured, maintained and secured, supporting both business-as-usual operations and project delivery.
• Manage environment strategies, refreshes, data masking, backups and environment lifecycle activities in accordance with organisational policies and Microsoft best practices.
• Coordinate environment availability and scheduling to support development, testing, releases and business activities while minimising operational disruption.
• Ensure appropriate controls are in place for environment access, security roles, configuration management and solution promotion between environments.
• Work closely with project teams and architects to ensure environments remain fit for purpose and capable of supporting future business and technology initiatives.
• Lead operational readiness for new deployments and platform enhancements.
• Coordinate Hypercare support activities following major releases.
• Ensure effective transition from project delivery into business-as-usual support.
• Build strong relationships with business stakeholders across Sales, Service, Operations and IT.
• Act as the primary operational contact for Dynamics 365 support.
• Communicate service performance, risks and improvement initiatives to senior leadership.
• Collaborate with project teams to ensure supportability is considered throughout solution delivery.
• Ensure technical documentation, knowledge articles and support procedures remain accurate and up to date.
• Promote knowledge sharing across the support team.
• Support user adoption through guidance, communications and best practice.
• Manage relationships with Microsoft partners and third-party support providers.
• Coordinate vendor escalations and ensure contractual service obligations are achieved.
• Monitor third-party delivery quality and performance.
• Partner with Product Owners, Architects, Developers and Infrastructure teams to ensure stable and supportable solutions.
• Provide operational input into future platform enhancements and roadmap planning.
• All other duties, as assigned.

Qualifications

Extensive experience supporting Microsoft Dynamics 365 Customer Engagement applications, including Sales, Field Service, Project Operations and Power Platform. Demonstrable experience leading or managing technical application support teams. Experience of working with and introducing automation from within ServiceNow.  Experience of ServiceNow configuration/setup is highly desirable.  Experience managing enterprise application support within global organisations. Experience supporting integrations using APIs, middleware and enterprise integration technologies. Experience managing Microsoft Dynamics 365 and Power Platform licensing within an enterprise environment. Strong understanding of environment strategies, solution deployment, release governance and platform administration. Excellent stakeholder management and communication skills. Strong analytical and problem-solving capabilities. Experience producing operational reporting, KPIs and service metrics.

 

• Microsoft Dynamics 365 and/or Power Platform certifications.
• ITIL Foundation (or higher) certification.
• Experience supporting global Dynamics 365 environments.
• Experience using Azure DevOps, ServiceNow or equivalent ITSM tooling.
• Familiarity with XrmToolBox, SQL, Power BI, Microsoft Azure and Azure Integration Services.
• Experience leading geographically distributed support teams.
• Experience implementing AI-enabled support capabilities, including Microsoft Copilot, Power Platform AI, Virtual Agents or intelligent automation.
• Excellent written and spoken English.
• Strong understanding of IT Service Management (ITIL) principles, including Incident, Problem and Change Management.
• Strong understanding of Dynamics 365 configuration, governance and operational support.
• Experience supporting integrations using APIs, middleware and enterprise integration technologies.
• Awareness of AI, automation and modern IT support practices, with the ability to identify opportunities to improve service delivery through emerging technologies.

 

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Frequent sitting, standing, and/or walking.
• Travel, as required.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.