Service Team LeadCore12

Job Summary

We’re hiring a Service Team Lead to help guide the day-to-day execution of our service delivery. This is a player-coach role with leadership responsibilities across technician support, ticket flow, tool stack ownership, and client communications. You’ll report directly to the Director of Service Operations.

Responsibilities
  • Own day-to-day operations of the ConnectWise stack (Manage, Automate, Sell, BrightGauge)

  • Serve as an escalation point for Level 1 and Level 2 technicians

  • Review ticket quality, monitor SLAs, and ensure timely resolution

  • Maintain and improve documentation and workflows in IT Glue

  • Build and maintain service delivery dashboards and reports

  • Participate in client meetings and QBRs, providing insights and technical summaries

  • Assist with light billing processes such as monthly agreement reconciliation and project overages

  • Support onboarding of new clients and users

Qualifications
  • 5+ years of hands-on IT support experience, including 2+ years in an MSP

  • Strong working knowledge of ConnectWise suite (Manage, Automate, BrightGauge)

  • Solid understanding of desktop/server support, networking fundamentals, and security best practices

  • Experience working with Microsoft 365, Azure AD, and RMM tools

  • Excellent written and verbal communication skills

  • Proven track record in mentoring junior technicians and improving team performance

Requirements
  • Experience working for an IT MSP4+ years
  • Experience in IT with 5+ years5+ years
  • Solid understanding of desktop/server support, networking fundamentals, and security best practices
  • Proven track record in mentoring junior technicians and improving team performance
  • Experience working with Microsoft 365, Azure AD, and RMM tools
  • Expert in ConnectWise, PSA/RMM tools, and vendor management
  • Excellent written and verbal communication skills
About Us

Core12 is a 16-year-old Atlanta-based IT MSP focused on delivering security-first IT solutions to small and mid-sized businesses. Our goal is to see our clients' business the way they do, so we can make technology recommendations that will help them reach their business goals.

What We Offer
  • Base Salary: $70K–$85K/yr

  • Direct access to leadership with transparency and clarity in expectations

  • Path to grow into Service Desk Manager or Director-level roles as the company scales

  • Health insurance stipend, 401k, and other related benefits.

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