Team Lead, Resource Coordination

Position Name
: Team Lead, Resource Coordination

Reports To:
Resource Coordination Manager

Location/Type
: Remote (Work-from-Home)

Atlas Technica's mission is to shoulder IT management, user support, and cybersecurity for our clients, who are hedge funds and other investment firms. Founded in 2016, we have grown year over year through our uncompromising focus on service. We value ownership, execution, growth, intelligence, and camaraderie. We are looking for people who share our Core Values, thrive, and contribute to this environment while putting the customer first. At Atlas Technica, we offer a competitive salary, comprehensive benefits, and great perks to our global Team. We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members. Join Atlas Technica now

The Team Lead is the highest career level within the Resource Coordinator path. Team Leads are responsible for overseeing the entire Resource Coordination team, setting priorities, managing escalations, and driving departmental success. This role requires strong leadership, operational oversight, and the ability to ensure team performance aligns with organizational goals. The Team Lead acts as a strategic partner to the Resource Coordination Manager and plays a critical role in maintaining service excellence across the department.

Responsibilities

• Team Leadership: Manage, guide, and support the Resource Coordinator team, ensuring effective day-to-day operations and alignment with departmental objectives.
• Set team priorities and targets to ensure smooth service delivery, operational consistency, and excellent customer experience.
• Serve as the primary escalation point for issues Resource Coordinators or Senior RCs cannot resolve.
• Monitor workload distribution across the RC team and ensure coverage across global time zones.
• Track team performance, identifying gaps and implementing corrective actions when needed.
• Lead or contribute to process optimization initiatives, ensuring workflows remain efficient, scalable, and aligned with company goals.
• Collaborate with management on developing and maintaining department-wide documentation, workflows, and standards.
• Provide coaching, mentoring, and ongoing feedback to RCs and Senior RCs to support professional development.
• Assist with onboarding and training of new hires in the RC department.
• Support cross-team communication and coordination to improve operational transparency and reduce bottlenecks.
• Maintain a high-level understanding of ticket flow, service delivery challenges, and operational trends to anticipate needs and address issues proactively.
• Communicate clearly and professionally through instant messaging, meetings, phone calls, and ticketing systems.

Requirements

• Proven leadership experience, preferably in a coordination, scheduling, dispatching, or operations role.
• Exceptional communication and interpersonal skills, with the ability to manage and resolve escalations effectively.
• Strong organizational and planning skills, with the ability to manage multiple priorities simultaneously.
• High attention to detail and strong follow-through in administrative and operational tasks.
• Ability to make sound decisions under pressure and guide teams through shifting priorities.
• English language skills sufficient for professional communication in a business environment.
• Strong and reliable internet connection capable of supporting video and audio calls.
• A quiet and professional work environment.
• College degree or equivalent relevant work experience.

Desirable Qualities

• Experience in the MSP industry.
• Experience working with ConnectWise Manage or similar ticketing/dispatch platforms.
• Experience managing or mentoring a team.
• Experience in process improvement or operational optimization roles.
• 5+ years of customer service, dispatching, or resource coordination experience.

Atlas Technica is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.