Implementation Team Lead - US

Inforcer Ltd.; Tampa (FL); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Steep learning curve

Real impact

Transparency culture

A+ global team

Team socials

Employee recognition

Job summary

Inforcer Ltd. is seeking an Implementation Team Lead to oversee the Implementation process for their portfolio, managing a defined group of Implementation Managers who report directly to them and ensuring implementations are delivered efficiently and to client expectations.

The successful candidate will communicate proactively in a fast-paced, collaborative environment. The role focuses on team leadership, performance monitoring, and escalation management, with regular 1:1s, workload balancing,

Qualifications

• Experience leading teams in SaaS/tech environments.
• Strong people management and coaching skills with 1:1s experience.
• Proven project management experience overseeing multiple implementations.
• Experience using KPIs, dashboards, and operational metrics.
• Excellent escalation management and problem-solving skills.
• Knowledge of Microsoft 365 or similar tech is a plus.

Responsibilities

• Oversee and mentor direct reports; track KPIs and align with objectives.
• Conduct regular 1:1 meetings with direct reports.
• Monitor workloads and flag capacity issues.
• Address at-risk implementations and keep dashboards up to date.
• Review dashboards for timely progress and highlight delays.
• Coordinate coverage for virtual classrooms and sessions.
• Drive process improvements to increase efficiency.
• Lead client engagements and stand-up meetings.
• Resolve escalations with guidance to Implementation Managers.
• Promote knowledge sharing and training gaps identification.

Skills

Team Leadership

People management

Coaching

Project management

KPI dashboards

Escalation management

Microsoft 365 knowledge

Communication

Tools

MS 365

Job description

About Us

inforcer is one of the fastest growing technology organisations in the world and a leading provider of cutting-edge cybersecurity and AI solutions to support to the SMB market. We provide MSPs (Managed Service Providers) with the fundamental technology they need to manage and secure Microsoft 365 at scale and deliver AI services. Our mission is to beinforcedin every MSP!

About The Role

The Implementation Team Lead will oversee the Implementation process for their assigned portfolio, managing and guiding a defined group of Implementation Managers who report directly to them and ensuring implementation is delivered efficiently, meeting client's expectations and aligns with company standards. The successful candidate will be a proactive communicator, detail-oriented, and comfortable working in a fast-paced, collaborative environment. If this sounds like you, we’d love to hear from you.

What You’ll Be Doing

• Team Leadership: Oversee and mentor their direct reports, offering guidance and support to foster high performance and continuous professional development. Track key performance indicators (KPIs) to identify improvement opportunities and ensure alignment with business objectives while maintaining a steep learning environment.
• Conduct regular one-to-one meetings with each of their direct reports.
• Monitor the workloads of their direct reports, proactively flagging any instances of under- or over-capacity within that group.
• Ensure at-risk implementations within their direct reports' portfolios are effectively progressed by taking proactive measures to address potential issues. Notify Implementation Managers of any at-risk Implementations that have not yet been flagged. Ensure Implementations Managers have kept their at-risk Implementations up to date, ahead of sync with PSMs.
• Maintain comprehensive oversight of implementations owned by their direct reports by reviewing those Implementation Managers’ dashboards, ensuring timely progress and promptly highlighting any areas falling behind schedule.
• Coordinate coverage for virtual classrooms, in-person sessions, and webinars, ensuring appropriate allocation of tasks.
• Process Improvement: Identify and implement enhancements to increase efficiency and effectiveness across operations.
• Ensure that implementation standards remain consistently high, addressing any deviations and promoting uniform excellence throughout the team.
• Client Engagement: Continue to drive strategic customer implementations.
• Escalation: Serve as the primary contact for resolving challenges encountered by their direct reports, providing expert guidance and support to facilitate the timely and effective resolution of escalated matters.
• Lead NA stand-up meetings
• Encourage team knowledge sharing and identify training gaps.
• Making sure NA tickets are handled promptly and that kick-off calls are arranged as scheduled.

What We Can Offer You

• Steep Learning curve: We believe people leave organisations when learning stops. We promise a steep and continuous learning curve to both challenge and develop our people. You are responsible for your own learning, but you’ll be surrounded by exceptional people and strong enablement, if you choose to lean into it, in an environment where it’s safe to make mistakes, try new things, and improve.
• Real impact: We operate in a high-trust and autonomous environment where you can make a real impact and difference in your role and across the company.
• Transparency and Honesty: We believe honest and clear communication creates a highly collaborative culture. It gives you the “why” we make decisions and allows you to effectively make your own. We won’t pull the wool over your eyes, we are a fast-growing start-up that comes with its own unique challenges, but we all work hard to solve them, together, as a team.
• A+ Global Team: Our people power every part of our business, and we look for individuals who bring genuine passion to their role and operate at their very best. A-players thrive when surrounded by other A-players. Our level of growth and rate of change can be hard work and challenging, but you’ll be surrounded with exceptional people that are always happy to help.
• Regular Team Socials: We celebrate our team, our milestones, promotions and achievements with social events every month.
• Employee Recognition: Programs to recognise and reward our top contributors for their achievementsand efforts. We live our company values every day and reward those people who embody them.

Skills We Need For This Role

• Previous experience in a Team Lead, Implementation Lead, or similar leadership role, ideally within a SaaS or technology environment.
• Strong people management and coaching skills, with experience supporting individual development, conducting 1:1s and creating a high-performance team environment.
• Strong implementation and project management experience, with the ability to oversee multiple customer implementations and identify projects that are at risk or falling behind.
• Experience using KPIs, dashboards and operational metrics to monitor team performance, workloads and implementation progress.
• Excellent escalation management and problem-solving skills, with the ability to support Implementation Managers in resolving complex issues.
• Good understanding of technical implementations, ideally within Microsoft 365, Microsoft technologies or a technical SaaS environment > Just a point here that this would be ideal but not required.
• Strong organisation and attention to detail, with the ability to maintain oversight across a team's implementation portfolio and ensure deadlines and standards are consistently met.
• A confident and collaborative communicator and leader, comfortable running team stand-ups, providing clear direction and working cross-functionally.

inforcer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.