Team Lead, NOC

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

General Summary:

The Team Leader of Service Delivery is responsible for leading a team of entry-level to experienced professionals focused on providing and creating an excellent customer experience for end users and partners. This role supports the Service & Support team by delivering value and ensuring success for partners and their re spective suite of products.

Essential Duties & Responsibilities:

• Sets day-to-day operational objectives for the Service Delivery team
• Supervises support and/or professional-level colleagues
• Ensures policies, practices, and procedures are understood and followed by direct reports, customers, and stakeholders
• Leads and prioritizes the daily activities of the team
• Manages, mentors, and coaches to develop a collaborative and dynamic team
• Coordinates cross-functional communication to align on initiatives and strategies to drive efficiency
• Coaches and develops Help Desk Service staff to achieve professional and organizational objectives
• Monitors, controls, and supports workflows to ensure timely response to and resolution of interactions
• Provides performance management to staff with the aim of continuous improvement
• Diagnoses issues and recommends conflict resolution steps to resolve, escalating when necessary
• Analyzes internal processes and finds ways to improve efficiency when needed
• Promotes consistent incident handling procedures and use of systems

Knowledge, Skills, and/or Abilities Required:

• Exceptional leadership and customer service skills
• Willingness to work in a team environment
• Strong organizational skills to give the team direction
• Professional presence suitable for interaction in meetings, in person, or via email
• Excellent presentation and communication skills
• Ability to remain calm under pressure to facilitate technician coaching and training
• Ability to work in a fast-paced, dynamic environment
• Willingness to make changes or adapt as the situation dictates
• Strong organizational skills with the ability to prioritize and manage multiple tasks

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in a related field or equivalent business experience
• 2+ years of relevant experience

Working Conditions:

• Hybrid

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.