Service Team LeadCore12

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.

• 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

• 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

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.

• 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.