Job Description

Position Overview

We are seeking an experienced System Support Lead to oversee and direct all support operations for our enterprise Dynamics 365 and Power Platform ecosystem. This senior technical role requires a strategic thinker who can manage complex system architectures, support multiple teams, drive platform governance, and serve as the primary escalation point for critical technical issues. The System Support Lead will be responsible for ensuring platform stability, implementing best practices, and aligning technical solutions with business objectives.

Key Responsibilities

Team Management

Serve as the primary technical escalation point for complex system issues Develop team capabilities through training, knowledge sharing, and career development Establish performance metrics and SLAs for platform support operations Coordinate with cross-functional teams including development, security, and business analysts Participate in meetings to provide technical insights and recommendations

Platform Strategy & Governance

Define and enforce Power Platform governance policies, standards, and best practices Develop and maintain the platform roadmap in alignment with business strategy Establish and monitor platform health metrics, capacity planning, and performance benchmarks Drive continuous improvement initiatives to enhance system reliability and efficiency Manage vendor relationships and coordinate with Microsoft support for strategic issues

System Architecture & Optimization

Design and oversee enterprise-scale Power Platform and Dynamics 365 architectures Lead major system upgrades, migrations, and platform enhancements Establish integration patterns and standards for connecting business systems Conduct architectural reviews of solutions to ensure scalability and maintainability Optimize system performance across all environments and applications Develop disaster recovery and business continuity strategies for critical systems

Power Platform & Dynamics 365 Operations

Oversee monitoring, troubleshooting, and maintenance of all Power Automate flows and Power Apps Ensure reliability and performance of Dynamics 365 applications across business units Manage complex data integrations, APIs, and custom connectors Lead incident management for high-priority system outages and performance issues Coordinate solution deployments and oversee ALM processes across environments Manage environment strategy including development, test, UAT, and production instances

Required Qualifications

Technical Expertise

5+ years of experience with Microsoft Power Platform (Power Automate, Power Apps, Power BI, Power Pages) 5+ years of hands-on experience administering and architecting Dynamics 365 solutions Expert-level knowledge of Power Platform architecture, governance, and enterprise deployment patterns Deep expertise in Dataverse, data modeling, security roles, and business logic layers Proven track record designing and implementing large-scale integrations and automation solutions Advanced understanding of Azure ecosystem (Logic Apps, Functions, API Management, Service Bus, Key Vault) Strong knowledge of enterprise authentication (Azure AD, SSO, OAuth, service principals) Experience with multiple programming languages (C#, JavaScript, TypeScript, PowerShell, Python)

Leadership & Strategic Skills

3+ years serving in a lead/principal capacity Demonstrated ability to develop and execute platform strategies Experience building and managing Center of Excellence practices Strong vendor management and Microsoft relationship experience Proven track record of driving organizational change and adoption Experience with budget management and resource planning Ability to influence stakeholders and drive consensus at executive levels

Preferred Qualifications

Multiple advanced Microsoft certifications including: PL-600 (Power Platform Solution Architect), PL-400, PL-200, MB-210/220/230/240 (Dynamics 365) Microsoft Certified: Azure Solutions Architect Expert or equivalent Experience implementing Power Platform CoE at enterprise scale Background in enterprise application portfolio management Experience with Microsoft FastTrack or Premier Support engagements Knowledge of Agile/Scrum methodologies and experience leading agile teams Experience with data migration tools and strategies (SSIS, Azure Data Factory, KingswaySoft) Familiarity with ISV solutions and third-party Power Platform extensions Public speaking or community leadership experience (user groups, conferences) Experience with multi-tenant or global deployment strategies

Key Accountabilities

Overall system availability, performance, and reliability of Dynamics 365 and Power Platform Platform governance, security posture, and compliance adherence Incident management and resolution within established SLAs Stakeholder satisfaction and effective communication of technical issues Strategic alignment of platform capabilities with business objectives Innovation and continuous improvement of platform services Risk identification, mitigation, and management * Documentation quality and knowledge management practices