Job Description

Roles & Responsibilities

1. Leadership & Team Management

Manage a multidisciplinary team that includes Technical Support Specialists and ERP Implementer Specialists.
Plan, assign, and monitor tasks and workloads across both support and implementation teams; ensure adequate staffing and on-call coverage if required.
Conduct regular team meetings, performance reviews, coaching, mentoring, and training to build skills and ensure adherence to best practices.
Facilitate onboarding of new team members, ensure knowledge transfer, and maintain a knowledge base/documentation repository (for support workflows, ERP processes, configuration guidelines, FAQs, etc.).

2. Service Delivery & Technical Support Oversight

Oversee resolution of support tickets submitted by clients (via customer portal, ticketing system, or app) especially for financial/accounting-related issues in the ERP system (e.g. financial modules, GL, AP/AR, reconciliations).
Ensure service-level agreements (SLAs) are met: fast response, timely resolution, high customer satisfaction, and follow-up on critical/high-priority issues.
Act as escalation point for complex issues that support/ERP team cannot resolve; coordinate with development/infrastructure/QA teams as needed.
Review recurring problems, analyze root causes, propose and implement permanent fixes or process improvements.

3. ERP Implementation Project Oversight

Oversee full lifecycle ERP implementation projects (requirement gathering, configuration, data migration, UAT, go-live, post-go-live support) across clients.
Coordinate with clients to understand business requirements, map them into ERP configuration, and ensure solution design meets business needs.
Supervise data migration tasks: ensure data integrity, reconciliation between old system data and new ERP, supervise validation and testing.
Manage training and enablement: ensure end-users and client administrators are trained on the ERP system; develop training materials, user manuals, and support guides.
Coordinate releases, patches and post-deployment validation; ensure stability after go-live and manage stabilization support.

4. Process & Quality Assurance

Define and enforce best practices, processes, and standards for both support and ERP implementation teams (ticketing workflows, escalation paths, documentation standards, change control, data migration protocols, testing protocols, etc.).
Monitor key performance metrics (e.g. ticket resolution time, client satisfaction, implementation success rate, post-go-live defect rate), prepare reports, and present to upper management.
Collaborate with other departments (development, projects, QA, infrastructure, sales/accounts) to ensure alignment, smooth handovers, and integrated workflows.

5. Client & Stakeholder Communication

Serve as main point of contact for escalations, client concerns, and high-level support or implementation issues.
Conduct regular client reviews (especially key accounts), gather feedback, and lead continuous improvement initiatives.
Provide status updates, risk assessments, and project/progress reports to clients and senior management.

Desired Candidate Profile

Education & Experience

Bachelor s degree in Computer Science, Information Systems, Business Administration, Accounting, Finance, or related field.
Significant experience (e.g. 5 8+ years) in ERP implementations, ERP support, financial/accounting systems support, or technical support, ideally with a mix of both.
Prior experience in a leadership or team-lead role (managing support or project teams), managing employees, coordinating cross-functional teams and handling escalations.

Technical Skills & Domain Knowledge

Strong knowledge of ERP systems (preferably the company s ERP e.g. Logix, or alternative like SAP, Oracle, Dynamics, Odoo) and modules: Finance, HR, Procurement, Inventory, Projects, etc.
Hands-on experience with data migration, database tools (e.g. SQL Server), data validation, reconciliation, and troubleshooting data issues.
Understanding of financial/accounting principles (double-entry accounting, ledger, AP/AR, budgeting, fixed assets) to support clients with financial module issues.
Familiarity with ticketing systems, help-desk support tools, remote support tools, and general IT support (hardware, software, OS, network) given support team also handles IT support.

Soft Skills & Leadership Qualities

Excellent communication (client facing and internal), interpersonal, coordination and presentation skills.
Strong analytical mindset, problem-solving skills, ability to handle pressure, multitask, and manage priorities (e.g. support tickets vs ongoing implementations).
Client/customer-oriented mindset, professionalism, and ability to maintain relationships and trust.
Good organizational, documentation, and reporting skills.
Able to produce training materials, user guides, status reports, analysis of recurring issues.

Technical Team Leader
Logix for information Te...

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