Team Lead, Managed Services

Team Lead, Managed Services at Ontic

Who We Are

Ontic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe. Its Connected Intelligence Platform unifies security operations and data into a centralized system of record, enabling organizations to conduct risk assessments, protect against workplace violence, and manage threats and incidents more efficiently. Fortune 500 companies and federal agencies rely on Ontic to support security programs such as executive protection, threat intelligence, and corporate investigations.

Learn more at ontic.co or follow us on LinkedIn.

Who You Are

Ontic is seeking an experienced, service-oriented Team Lead, Managed Services who will lead, coach, and support a team of Managed Services Specialists while remaining actively engaged in client delivery. This role is a true player–coach position that blends people leadership with hands-on platform configuration, implementation, and ongoing client support.

You are a natural leader who thrives in a client-facing environment, enjoys mentoring others, and takes ownership of service quality, client adoption, and retention. You are comfortable working directly in the Ontic platform, understand enterprise SaaS environments, and can balance strategic oversight with day-to-day execution.

Responsibilities

• Utilize the Ontic Platform to support enterprise clients in achieving their business and security objectives.
• Configure, maintain, and support custom solutions for enterprise-level clients.
• Serve as a subject-matter expert on platform functionality, configuration management, and best practices.
• Lead, coach, and mentor a team of Managed Services Specialists, fostering collaboration, accountability, and continuous improvement.
• Balance individual contribution with team leadership responsibilities.
• Promote knowledge sharing, documentation, and standardization of managed services workflows and processes.
• Support onboarding and training of new team members.
• Drive client adoption and retention through proactive engagement and ongoing support.
• Set, track, and manage objectives and key results (OKRs) related to service delivery, adoption, and retention.
• Partner with internal stakeholders to ensure client needs are understood and addressed effectively.
• Deliver clear, professional communications to both internal teams and external clients.
• Participate in client meetings, presentations, and service reviews as needed.
• Track tasks, issues, bugs, and resolutions using tools such as Jira and Microsoft Excel.

Preferred Qualifications

• Prior experience as a Managed Services Specialist or similar SaaS client-facing role.
• Demonstrated leadership experience, ideally with prior team lead or mentoring responsibilities.
• Bachelor’s degree or equivalent professional experience.
• 2–3 years of experience in a SaaS environment, with at least one year focused on configuration management.
• Strong understanding of enterprise client support, implementation, and success management.
• Excellent written and verbal communication skills, with the ability to present to professional audiences.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.

Key skills/competency

• Managed Services
• SaaS Environment
• Client Facing
• Team Leadership
• Configuration Management
• Client Support
• Implementation
• Stakeholder Management
• Jira
• Enterprise Solutions