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Job Description Service Desk Lead People Leadership | Operational Excellence | Client-Centric Service Position Summary The Service Delivery Lead (SDL) is responsible for leading and developing a team of Service Desk professionals to ensure the delivery of exceptional IT support services. Reporting directly to the Vice President of Service Desk, this role focuses on driving performance, maintaining service quality, and building a high-performing, client-focused team. The SDL partners closely with Campaign Managers and Client Engagement Directors (CEDs) to align team execution with client outcomes and service level agreements (SLAs). The successful candidate will possess strong leadership, coaching, and operational management skills, as well as the ability to foster a culture of accountability, learning, and excellence. Key Responsibilities People Leadership & Development · Lead, mentor, and inspire a team of Subject Matter Experts, L1 and/or L2 Technicians, fostering a collaborative, positive, and performance-driven culture. · Conduct regular 1:1 meeting with each team member (target: ~45 per year) to discuss performance, development goals, and engagement. · Provide ongoing coaching, feedback, and performance evaluations once per quarter, ensuring transparency and professional growth. · Identify skill gaps and partner with Corporate Trainer or subject matter experts to ensure employees receive necessary training and support. · Facilitate career development discussions and encourage internal progression opportunities. Operational Management · Oversee day-to-day service desk operations to ensure timely and effective resolution of client issues. · Develop, implement, and maintain service desk policies, procedures, and best practices in alignment with company standards. · Ensure compliance with company policies, procedures, and employment laws. · Monitor and analyze service desk performance metrics, identifying trends and implementing corrective actions where necessary. · Conduct regular reviews of service desk interactions, including ticket and call audits, to assess and maintain quality. · Collaborate with other SDMs and departments to optimize workforce planning, scheduling, and resource allocation. Performance Oversight & Quality Management · Conduct ticket and call quality reviews for each assigned team member: minimum of 12 tickets and 8 calls per month. · Evaluate accuracy, professionalism, and adherence to established troubleshooting and documentation standards. · Provide constructive feedback focused on improving communication, technical depth, and client satisfaction. · Verify compliance with SLAs, escalation policies, and incident/request management processes. · Track and report on performance metrics, identifying individual and team trends for improvement. Client & Stakeholder Collaboration · Partner with Campaign Managers and CEDs to ensure service desk performance aligns with client goals and satisfaction targets. · Respond promptly to people escalations from Campaign Managers or CEDs, ensuring issues are documented and resolved effectively. · Participate in client or internal operations meetings as requested, providing updates on staffing, quality, and performance initiatives. · Reinforce a customer-first mindset across all levels of the service desk team. Scheduling & Attendance Management · Ensure team members adhere to attendance and scheduling expectations. · Address attendance or schedule violations promptly following company remediation policies. · Collaborate with other SDMs to coordinate PTO approvals and maintain adequate coverage for all shifts and regions. Training & Enablement · Ensure all assigned team members receive appropriate and timely training for their assigned campaigns. · Conduct periodic check-ins with team members to confirm training progress and comfort with new material. · Communicate any training gaps or issues to the training team and suggest improvements to enhance clarity or engagement. Technical & Process Improvement · Maintain awareness of industry trends and emerging technologies in IT service management (ITSM). · Provide technical guidance and escalation support to the team when needed. · Collaborate with internal teams to enhance technical capabilities and service maturity. · Identify opportunities for process improvement and participate in process improvement meetings to share insights and help implement change. Performance Evaluation & Objective Assessment · Conduct fair and data-driven evaluations based on KPIs, SLAs, and customer satisfaction metrics. · Partner with Campaign Managers to identify both high performers and those requiring additional support or development. · Use objective data—such as quality scores, SLA compliance, and client feedback—to inform coaching and training plans. · Maintain detailed documentation of evaluations, 1:1s, and coaching sessions in the HR system of record. Reporting & Accountability · Provide regular operational and performance reports to the VP of Service Desk, including key metrics, team trends, and improvement initiatives. · Ensure accountability across the team for SLA adherence, quality of service, and client satisfaction. · Validate and approve performance-based incentives for assigned staff as appropriate. Goals · Deliver consistent, high-quality support services across all assigned teams. · Meet or exceed all client SLAs and quality targets. · Increase service desk efficiency and reduce operational costs. · Strengthen employee engagement and reduce turnover. · Maintain a pipeline of trained, capable, and promotable service desk professionals. Assigned Duties · The Conn: Participate in internal communication and coordination activities related to team performance and updates. · Validate assigned performance incentives for team members. · Support service improvement initiatives and share best practices across teams. Qualifications Required · 5+ years of experience in IT Service Desk or Operations Management. · Proven ability to lead teams in a 24x7 support or managed services environment. · Strong leadership, coaching, and people management skills. · Proficiency in analyzing and interpreting performance data to drive decisions. · Excellent communication and conflict resolution skills. Preferred · ITIL Foundation or equivalent ITSM certification. · Experience with ServiceNow, or similar ITSM platforms. · Previous experience in a multi-client or Managed Services Provider (MSP) environment. · Experience developing or delivering technical and soft-skill training. Reports To: Vice President, Service Desk Partners With: Campaign Managers, Client Engagement Directors (CEDs), and HR/Training Teams Location: Remote / Hybrid (as applicable) Position Type: Full-Time | Exempt Company DescriptionEnterprise Integration, acknowledged by CRN as one of North America's top managed service providers , is headquartered in Jacksonville, Florida. EI is an onshore IT managed service provider and is uniquely qualified to meet your needs. EI, through digital robotics technology, delivers a comprehensive solution designed to increase user productivity, decrease risk, and provide a predictable cost model for IT all with world-class customer service. We have the right people, processes, and tools to provide your company with the highest quality and most flexible solutions to meet your specific needs. To learn more about us and our suite of services, visit Integration, acknowledged by CRN as one of North America's top managed service providers , is headquartered in Jacksonville, Florida. EI is an onshore IT managed service provider and is uniquely qualified to meet your needs. EI, through digital robotics technology, delivers a comprehensive solution designed to increase user productivity, decrease risk, and provide a predictable cost model for IT all with world-class customer service. We have the right people, processes, and tools to provide your company with the highest quality and most flexible solutions to meet your specific needs.\r\n\r\nTo learn more about us and our suite of services, visit .

Job Description About Us At Medius, we believe managing finance should be about strategy, not stress. That same mindset shapes not only the solutions we build, but also the culture we create for our people. We remove complexity, embrace innovation, and give our teams the freedom to focus on what truly matters — whether that’s transforming the future of finance with AI or finding balance to go home on time. Founded in Sweden in 2001, Medius has grown from a local startup into a global leader in cloud-based spend management solutions. Today, thousands of organizations worldwide trust us to simplify accounts payable and spend management processes. Our journey has been driven by continuous innovation, a passion for technology, and above all — the people who make it happen. We’re more than a software company. We’re a team of problem-solvers, innovators and collaborators working together to reinvent the category of accounts payable. Our solutions use Artificial Intelligence to eliminate manual work, bring clarity, confidence, and control, and empower finance teams of the future. At Medius, our values guide how we work and grow together: • Connect – We believe in the power of people—individually and collectively—and our success depends on understanding and respecting each other. We appreciate that ‘empowering finance teams of the future’ is an exciting endeavor, and we share it with everyone around us., • Question – We enjoy the challenge of our work and the thrill of collaboration. We are not afraid to question ourselves and each other because we believe diverse perspectives can lead to better outcomes and that there is great power in resolution. Lear more at Job Overview We are seeking a Senior Partner Ecosystem Manager to create and manage revenue-generating strategic partnerships with key Consulting, ISV, ERP, Marketplace, Solution Provider, and System Integration partners in the Procurement, P2P, and Source-to-Pay categories. This role focuses on driving growth through partner networks across mid-market and enterprise-level opportunities in North America, working closely with a high-performing Sales team. The role reports to the Head of Partnerships, North America. Responsibilities and Duties • Manage day-to-day relationships with a defined group of Tier 1 partners., • Identify, approach, assess, and engage with strategic partners, including ISVs and System Integrators., • Evangelize Medius value propositions and negotiate partnership contracts., • Generate pipeline through existing partners while developing new strategic relationships., • Collaborate with Sales, Professional Services, Product, Marketing, and other teams to ensure consistent growth., • Conduct web-based and on-site meetings with various partner stakeholders., • Maintain a rapidly growing funnel, reporting progress weekly., • Develop and execute partner business plans covering the full partner lifecycle: awareness, recruitment, enablement, operations, marketing, GTM, Sales, cross-sell/up-sell, and customer satisfaction., • Drive Executive Rhythm of the Business, including scorecarding, weekly/monthly/quarterly business reviews, and report roll-ups., • Lead executive engagement with partners, aligning VP and C-Level executives on key strategic initiatives., • Minimum 7 years of direct experience in SaaS net new business sales, with a focus on partner ecosystem roles targeting mid- to large-sized enterprises., • Experience in partner sales (consulting/advisory, reseller) and/or working within an ISV partner model., • Strong knowledge of eProcurement, S2P, P2P, or sourcing automation., • Ability to engage confidently with CxO and senior partner-level executives., • Bachelor’s degree in Marketing, Business Management, Finance, or a related field., • Solid business administration knowledge and general understanding of IT and ERP systems., • Experience with Salesforce and Outreach is advantageous., • Willingness to travel 30–40% (mostly domestic)., • Strong consultative/solution-based selling skills and the ability to manage complex SaaS sales processes.

Job Description Our Client A fast growing standards and insurance startup based in San Francisco, they have raised 15 million dollars in funding and are reinventing how enterprises adopt AI agents. Their two pronged model, which includes creating the industry’s first AI agent standard and pairing it with bespoke insurance coverage, gives AI companies a trusted pathway to certify their agents and reduces enterprise risk. By helping AI vendors earn credible certification and providing insurance protection against failures such as hallucinations, data leaks, or control breakdowns, they enable enterprise buyers to deploy AI with confidence rather than fear. With deep expertise in AI risk, insurance, and standards, they are building the essential “confidence infrastructure” that will support safe AI scale up. About Us Catalyst Labs is a leading talent agency with a specialized vertical in Applied AI, Machine Learning, and Data Science. We stand out as an agency that’s deeply embedded in our clients’ recruitment operations. We collaborate directly with Founders, CTOs, and Heads of AI in those themes who are driving the next wave of applied intelligence from model optimization to productized AI workflows. We take pride in facilitating conversations that align with your technical expertise, creative problem-solving mindset, and long-term growth trajectory in the evolving world of intelligent systems. Location: San Francisco Work type: Full Time, Compensation: above market base + bonus + equity Roles & Responsibilities * Lead end-to-end development of AI agent products and infrastructure, collaborating closely with the founding team. * Build and scale evaluation pipelines to detect AI agent failures in deployment (e.g., hallucinations, jailbreaks, brand risks, data leakage). * Design and implement the gold standard for secure, safe, and reliable AI agents. * Develop and maintain full-stack systems, including backend (Python, LangChain) and frontend (React, TypeScript) components. * Create monitoring tools, filters, and authorization frameworks to support AI agent builders. * Work on-site in San Francisco, contributing to a fast-paced, high-agency startup environment. * Ship products frequently, gather user feedback, and iterate rapidly to improve reliability and safety of AI systems. Qualifications * Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience. * 1+ years of experience as an AI Software Engineer with active coding responsibilities. * Proven expertise developing AI agents and LLM-based systems (e.g., published research or work in a leading AI team). * Founding or early-stage startup experience, with demonstrated ability to own end-to-end product development. * Strong understanding of AI evaluation methodologies and deployment reliability standards. * Excellent problem-solving and communication skills with the ability to articulate technical impact in business terms. * Evidence of high agency, ownership, and execution velocity (e.g., promotions in <2 years, side projects, or rapid iteration). * Can work full-time on-site in San Francisco (5 days a week).