ERP Support Desk Manager (Hybrid)

A key summary of the role is outlined below.  A more comprehensive job specification with full details is available after initial contact and a successful CV review.

This is a hands-on leadership role for someone who knows ERP environments well and still enjoys getting involved when a difficult issue lands on the desk. The role combines senior ERP support, customer relationship management, team leadership and service improvement.

A major part of the opportunity is building a support team that delivers excellent service while also developing junior consultants into future implementation specialists.

Duties / Key Responsibilities

• Build and manage the ERP support desk, including processes, service standards and escalation procedures.
• Lead workload planning, ticket prioritisation, SLA management and support performance.
• Act as the senior escalation point for complex functional and system-related ERP issues.
• Support customers across finance, inventory, procurement, supply chain, manufacturing, sales and service processes.
• Troubleshoot configuration, process and application issues and help customers improve how they use their ERP systems.
• Manage customer communication and build strong relationships with key accounts.
• Work with consultants, developers and technical specialists to resolve complex issues.
• Lead root-cause analysis and reduce recurring support problems.
• Recruit, coach and develop junior support consultants.
• Build clear development paths that prepare junior team members for future ERP consulting roles.
• Create and maintain knowledge articles, troubleshooting guides, procedures and support documentation.
• Track support trends and introduce better processes, automation and self-service where useful.
• Identify opportunities for customer training, system optimisation and improved service delivery.

Requirements

• At least 8 years' ERP consulting, implementation or support experience .
• At least 3 years' experience in a senior support, team lead or consulting leadership role .
• Strong experience supporting live ERP environments.
• Solid understanding of ERP business processes, including finance, supply chain, inventory, manufacturing, procurement and sales.
• Strong experience in at least one major mid-market or enterprise ERP platform.
• Experience with platforms such as Epicor Kinetic, Microsoft Dynamics 365 Business Central or Microsoft Dynamics 365 Finance & Supply Chain would be highly beneficial.
• Candidates from comparable ERP environments such as SAP Business One, NetSuite, Infor, SYSPRO or Sage may also be considered.
• Strong troubleshooting, escalation management and problem-solving skills.
• Experience working directly with customers.
• Proven experience coaching or mentoring junior team members.
• Good understanding of support KPIs, SLAs, ticket management and service delivery.

Education

A relevant tertiary qualification in Information Technology, Business, Finance or a related field would be beneficial. Strong practical ERP experience will carry significant weight.

Soft Skills

• Customer-focused with a strong sense of ownership.
• Calm and practical when dealing with pressure or difficult problems.
• Analytical, organised and able to prioritise effectively.
• Clear communicator with strong people sense.
• Comfortable working across technical, consulting and customer teams.
• Enjoys coaching people and helping junior team members grow.
• Hungry to improve the support function, humble enough to work collaboratively, and smart enough to make sound decisions when situations are not straightforward.

Salary

If you're confident that you fit the role, let's chat! The salary is open for discussion. It will be market related based on qualifications, skills, and experience.