Business Central Support Lead

- Lead, mentor, and guide support team members, identifying training needs and creating development plans aligned to business objectives - Plan and manage team schedules to ensure coverage during business hours and on-call periods - Foster a collaborative, positive team culture focused on engagement and customer service excellence - Prioritise and allocate incidents and service requests according to urgency, impact, and SLAs - Monitor incident progress to ensure timely resolution and sustainable solutions - Act as an escalation point for complex or high-impact issues, engaging senior stakeholders as needed - Facilitate root cause analysis to prevent recurrence of major or recurring incidents - Oversee accurate documentation of incident details, troubleshooting steps, and resolutions - Maintain and update the knowledge base to support consistent and efficient issue resolution - Ensure training and reference materials are current and accessible to the support team - Establish, monitor, and report on key service delivery KPIs - Provide regular management reports on performance, incident trends, risks, and improvement opportunities - Use data-driven insights to drive continuous improvement and informed decision-making - Maintain regular communication with senior stakeholders on team performance, risks, and resource needs