Senior ERP Support Manager

Company Overview At Sylogist, we are purpose-driven to “empower the good our customers do.” We provide SaaS-based software solutions to the non-profit, government, and education sectors, and we take immense pride in the work of our customers and the products we build to support them. Our team is collaborative, enthusiastic and delivers on our promises. If you want to apply your skills to improve trusted technology that supports over 2000 customers around the world, then let’s talk! Position Overview Sylogist is looking for an ERP Support Manager to lead our customer care and technical support function across multiple software product lines, including ERP, CRM, portal, and public sector solutions. Reporting to the Director of Customer Care, this role will lead support operations through product-line leads and support professionals. The successful candidate will help improve support processes, strengthen team accountability, manage escalations, reduce ticket resolution times, and ensure customers receive timely, thoughtful, and effective support. This is a hands-on support leadership role. The ERP Support Manager will lead the team, but must also be willing to roll up their sleeves when needed. This includes jumping into complex escalations, reviewing ticket details, helping diagnose ERP and accounting-related issues, guiding troubleshooting efforts, and communicating directly with customers when additional leadership support is required. The ideal candidate has experience leading customer-facing software support teams and brings a strong foundation in Microsoft Dynamics 365 Business Central, Dynamics NAV, or similar ERP/accounting platforms. Strong accounting knowledge is essential, as many of the most complex support issues involve financial processes, accounting workflows, and business-critical customer operations. Responsibilities Include Support Leadership & Team Development • Lead, coach, mentor, and develop support leads and support professionals across multiple product lines • Foster a collaborative, accountable, and customer-centric team culture • Set clear expectations for team performance, communication, ownership, and follow-through • Conduct performance reviews and provide ongoing coaching and feedback • Support recruiting, onboarding, training, and development across the support organization • Assess team performance and capabilities, making recommendations for improvement where needed Hands-On ERP Support & Escalation Management • Serve as a leadership escalation point for complex customer issues and high-priority support situations • Jump into escalations when needed by reviewing ticket details, joining customer conversations, and helping guide troubleshooting efforts • Help support leads and team members work through ERP, accounting, product, and customer-related challenges • Help determine whether issues are related to configuration, user process, accounting workflow, data, product defects, training gaps, or other root causes • Provide support coverage and leadership assistance during periods of increased ticket volume, team absences, or urgent escalations Support Operations & Process Improvement • Oversee day-to-day support operations, ticket queues, workloads, escalations, and service levels • Ensure customer issues are prioritized, assigned, and resolved in accordance with established SLAs • Identify and implement process improvements that reduce ticket response and resolution times • Review support metrics and operational trends to identify opportunities for improvement • Perform root cause analysis on recurring support issues and help implement long-term corrective actions • Improve support workflows, documentation, procedures, and day-to-day operating practices Cross-Functional Collaboration • Partner with Product, Development, Customer Success, and Professional Services teams to resolve customer issues effectively • Ensure product defects, recurring issues, and enhancement opportunities are documented,…