CRM Help Desk Team Lead (Microsoft Dynamics) / Austin, TX

Role: CRM Help Desk Team Lead (Microsoft Dynamics)

Location: Austin, TX

Duration (Month): 12+ months

Interview Process: Phone or MS Team Video interview

CRM Help Desk Team Lead (Microsoft Dynamics) to provide support to internal and external customers.
The ideal candidate would be someone who demonstrates initiative, knows how to work well within a team, able to switch between different projects or tasks as required. Exceptional verbal communication skills; ability to effectively communicate with both internal and external parties. Strong problem-solving, critical thinking, and organizational skills. Ability and desire to quickly learn and retain new information.
*Responsibilities of this position include:*
· Deliver first class customer service to both internal and external customers.
· Lead the help desk support team by managing the inbox, assignments and triaging of tickets.
· Analyze, triage and resolve help desk issues relating to the grant management system.
· Provides technical assistance and support for troubleshooting applications and software problems. Assist in prioritization of bugs, issues, feedback, and enhancements with internal support team.
· Determines operational, technical, and support process improvements.
· Works in the development and maintenance of complex Excel sheets, reporting and/or other data tracking tools.
· Assists in the administration of security and roles in information systems.
· Assists in the training of internal and external customers or peers.
*What Skills and Experience Should You Have?*
· Experience or expertise supporting Dynamics CRM 365 or similar CRM.
· Experience or expertise supporting the Microsoft Grants Manager Plus solution preferred, not required.
· Experience working in a lead or managing position supporting software solutions and help desk responsibilities.
· Experience implementing help desk or technical support organization workflows and process improvements.
· Experience with troubleshooting, diagnosis and repair of bugs or systemic issues.
· Experience with software development projects and/or processes (including software requirements and software testing).
· Experience providing excellent customer support; ability to build and maintain positive relationships with customers and internal team members.
· Proficiency in Microsoft Office Suite, Microsoft Visio, or similar business productivity software
· Technologies and tools in use include Microsoft Dynamics 365, Microsoft Grants Manager Plus, OnBase by Hyland, Microsoft Office 365, Microsoft Visio, SharePoint Online, Jira Software, Git, Bitbucket.
*Education Requirements:*
Bachelor’s degree in information systems, computer science, engineering, business administration and/or equivalent experience. Four additional years of experience is equal to the degree requirement.