Description and Requirements
Key Responsibilities
Lead and manage the Channel Partner Helpdesk team, ensuring consistent, high-quality support deliveryOversee daily operations, including ticket handling, triage, and issue resolution across partner inquiriesAct as the primary escalation point for complex or high-impact issues, while building and maintaining strong relationships with NA business stakeholdersEnsure effective coordination between partners, IT, and internal stakeholders to drive timely resolutionsMonitor and improve service performance metrics response time, resolution time, ticket quality)Drive process standardization and continuous improvement across helpdesk and operational supportProvide oversight for deal registration, bid creation, partner order-related support, and partner guidance processesEnsure proper knowl...