Professional Services Team Leader

About Atera

Atera is leading the future of IT with the world’s first Autonomous IT platform, with built-in AI agents. At its core is IT Autopilot, functioning as a personal IT professional for every employee, and AI Copilot, an IT technician’s companion designed to boost productivity and efficiency. The full-stack platform unifies RMM, ticketing, help desk, patch management, and all essential IT operations into one secure, scalable solution. Trusted by 13,000+ customers in 120+ countries, Atera helps organizations scale, boost service quality, and turn IT into a driver of lasting business growth.

About the Role

As Atera's Team Lead for Professional Services, you'll be the operational force powering Atera's PSE team across all customer segments – SMBs to Enterprises.

Reporting between PS Director and delivery teams, you'll own team standards, performance, and cross-functional execution while translating strategy into results.

Scale Delivery Excellence!

Key Responsibilities

Team Operations & Performance

Own delivery cadence: Capacity planning, session coverage, effort forecasting, blocker resolution
Monitor portfolio health across Salesforce, Gong, and internal tools – prevent escalations proactively
Drive operational rigor: Weekly boards, SLA adherence, resource allocation
Lead stalled account recovery – coach team through, own executive updates

Team Leadership & Development

Manage direct reports: Regular 1:1s with performance metrics, career growth plans
Deliver structured coaching via call reviews, skill assessments, feedback loops
Design/build team onboarding programs, playbooks, and continuous learning paths
Talent pipeline: 30/60/90 ramps, promotions, skill gap closure, hiring input
Foster high-performance culture – recognition, accountability, team morale

Technical Leadership & Escalations

Escalation authority: Resolve complex configs, integrations, implementation blockers
Partner with Product/Eng on platform-wide gaps (Robin AI + core Atera features)
Standardize technical delivery across all Atera products and customer tiers
Own sensitive customer communications and executive briefings

Delivery Standards & Methodology

Define/enforce PS delivery framework: Onboarding structure, success criteria, handover protocols
Track portfolio metrics (FRR, NPS, time-to-value) – identify systemic improvements
Maintain master playbook library – evolve with platform updates across all products
Lead post-implementation reviews – codify wins/losses into team standards

Strategic Cross-Functional Leadership

Partner with CSMs for seamless handovers, adoption risk mitigation
Collaborate with Sales/Pre-Sales on deal scoping, SOWs, capacity commitments
Shape product roadmap via delivery insights from all customer segments
Executive reporting: QBR prep, leadership reviews, operational forecasting

Management-Level Focus

P&L accountability: Team utilization targets, delivery margins, customer retention impact
Scaling operations: Process automation, tool optimization, hiring/recruiting
Change leadership: Navigate platform evolution, team restructures, growth phases
Stakeholder management: PS Director, VP Sales/CS, C-suite exposure

Requirements:

What You Bring

3+ years managing Professional Services or Solutions Engineering teams (8+ total years in SaaS delivery)
Proven track record leading PSE teams through enterprise onboarding cycles and operational scaling
Deep technical expertise with our domain. Technical expertise with Atera's platform – specifically Robin AI (Backoffice mastery, enterprise integrations: Entra ID, M365, Intune, API troubleshooting) - big advantage.
Experience translating PS strategy into team execution – owned delivery standards, capacity planning, and operational rhythm
Direct reports leadership experience – conducted 1:1s, delivered performance feedback, drove team skill development etc.
Data-driven leadership: Built reporting cadences using Salesforce, Gong analytics, FRR trends, and operational metrics
VP/Director level communication – crisp escalation handling, QBR preparation, cross-functional coordination
Player-coach background – stepped in on complex technical delivery when needed
Thrives leading teams through ambiguity and rapid platform evolution – built playbooks, documented processes and more
Enterprise IT/MSP leadership experience – strong plus

Why Join Atera as a Team Leader?

Lead strategic delivery at scale – shape PS operations across Atera's full platform and customer base
High-impact leadership – your decisions directly drive customer success, retention, and expansion
Build high-performing teams – in a trust-based culture where managers own outcomes
Partner with CS/Sales leadership – influence platform roadmap and GTM strategy