Channel Partner Helpdesk Manager

About the role

Key Responsibilities Lead and manage the Channel Partner Helpdesk team, ensuring consistent, high-quality support delivery Oversee daily operations, including ticket handling, triage, and issue resolution across partner inquiries Act as the primary escalation point for complex or high-impact issues, while building and maintaining strong relationships with NA business stakeholders Ensure effective coordination between partners, IT, and internal stakeholders to drive timely resolutions Monitor and improve service performance metrics (e.g., response time, resolution time, ticket quality) Drive process standardization and continuous improvement across helpdesk and operational support Provide oversight for deal registration, bid creation, partner order-related support, and partner guidance processes Ensure proper knowledge management, including documentation maintenance, updates, and team training Support system launches, UAT activities, and change management to prepare the team for new tool enhancements Coach and develop team members through performance management, training, and career development planning

Key Skills & Attributes Strong leadership and team management skills Excellent stakeholder management and cross-functional coordination ability Data-driven mindset with experience in service metrics and performance management Strong problem-solving and decision-making capabilities Ability to operate effectively in a fast-paced, high-volume support environment Customer-focused with a commitment to service excellence and continuous improvement

Qualifications Bachelor’s degree or equivalent experience Fluent in English (spoken and written), with ability to support US/Canada partners 3+ years of experience in Helpdesk, Customer Support, or Operations Support 1+ year of experience in team leadership or people management Hands-on experience with partner bidding or CRM (e.g., D365) systems Experience supporting B2B or channel/partner environments preferred Experience working in a cross-region or global environment Ability to support North America business hours