Pod Lead - IT Operations

DivergeIT, Inc.; Plano (TX); Ibrido; USD 79.000 - 102.000; Tempo pieno

Descrizione del lavoro

DivergeIT, Inc. is seeking a Pod Lead to act as the senior technical leader for a service delivery pod covering Tier 1 Service Desk, Tier 2 Support, and Tier 3 Engineering for assigned clients. You will run day-to-day operations and serve as the escalation point to ensure cases close within SLA.

You will collaborate with the TAM, provide guidance to Tier 1/2 techs, and support VIP executives with white-glove service while reporting to the Service Delivery Manager.

Competenze

• 5+ years in MSP/MSSP technical support or service delivery.
• 2+ years at a Tier 2 or higher escalation level.
• Experience as a team lead, shift lead, or senior tech who guides other technicians.
• Solid understanding of ITSM/ITIL practices, PSA/ticketing platforms, and tiered support models.
• Experience in a matrix organization and influencing people you don't directly manage.

Mansioni

• Oversee daily operations across Tier 1, Tier 2, and Tier 3 for assigned clients.
• Ensure Service Desk hits response and answer-rate targets across email, chat, and phone.
• Assign cases, monitor aging, and steer any at-risk SLA items.
• Coordinate after-hours and on-site work as needed.
• Be the technical authority on client environments and services.
• Coach Tier 1/2 techs and own Executive Support for VIPs.
• Back up the TAM and handle escalations and reviews.
• Identify opportunities to improve service or add new offerings.

Conoscenze

MSP/MSSP experience

Team lead

ITSM/ITIL knowledge

Microsoft 365 / Azure

Strong communication

Formazione

Associate's or Bachelor's degree in IT/CS

CompTIA A+ (or equivalent)

Strumenti

ConnectWise Suite

Microsoft 365

Entra ID / Azure

Intune

Cisco Meraki

Auvik

IT Glue

Descrizione del lavoro

Location: Plano, TX or Torrance, CA
Pay: $38 – $49 per hour (non-exempt, overtime eligible)
Department: IT Operations
Reports to: Service Delivery Manager

About DivergeIT

DivergeIT is a managed IT and security services provider (MSP/MSSP) with offices in Torrance, CA and Plano, TX. We support businesses that count on us to keep their people productive and their data secure. We run on four core values: Rockstar (excellence in delivery), Yogi (always learning), Guardian (protecting clients and teammates), and Pit Crew (fast, precise, collaborative problem-solving). Our operating philosophy is simple: Can Do, Will Do, Done.

The Role

We're looking for a Pod Lead to be the senior technical leader for one of our service delivery pods: a dedicated team covering Tier 1 Service Desk, Tier 2 Support, and Tier 3 Engineering for a group of assigned clients.

You'll run the pod’s day-to-day operations, act as its go-to escalation point, and make sure every case gets to the right person and closes within SLA. You'll work side by side with the pod’s Technical Account Manager (TAM), taking daily direction from them and covering for them when they're out, while reporting administratively to a Service Delivery Manager.

This is a hands-on leadership role. You'll guide and hold a team accountable without being their direct manager, so you'll need to lead through credibility, clear communication, and technical depth.

What You’ll Do

Run the pod day to day

• Oversee daily operations across Tier 1, Tier 2, and Tier 3 for your assigned clients
• Make sure the Service Desk hits response and answer-rate targets across email, chat, and phone
• Assign cases to the right resource, watch case aging, and step in on anything at risk of missing SLA by reassigning, escalating, or bringing in more help
• Coordinate after-hours and on-site work when clients need it

Lead technically

• Be the technical authority on your pod's client environments, procedures, and services
• Serve as the pod's L2 escalation point and coach Tier 1 and Tier 2 techs through client-specific issues
• Own Executive Support for your pod's clients, making sure VIPs and key executives get fast, white-glove service

Partner with the TAM and clients

• Back up the TAM when they're unavailable
• Help handle client escalations, including security incidents, After Action Reviews, and Technical Business Reviews
• Spot opportunities to improve service or introduce new services, and bring them to the TAM

Develop the team

• Give input on pod members' performance to the TAM and Service Delivery Managers
• Identify coaching and training needs within the pod
• Work with peer Pod Leads to keep service delivery consistent across all pods

How Success Is Measured

• SLA performance: response and resolution within client SLA targets
• Operational KPIs: pod utilization, service delivery KPIs, and hours delivered against client commitments
• Customer experience: phone answer rate, CSAT, and client retention

What You Bring

• 5+ years in MSP/MSSP technical support or service delivery, including 2+ years at a Tier 2 or higher escalation level
• Experience as a team lead, shift lead, or senior tech who guides other technicians
• Solid understanding of ITSM/ITIL practices, PSA/ticketing platforms, and tiered support models
• Experience working in a matrix organization and influencing people you don't directly manage
• Working knowledge of Microsoft 365 administration, Intune, and Azure / Entra ID
• Strong familiarity with small and mid-size business networks, including SD-WAN, wired, and wireless
• Ability to juggle multiple client issues at once and prioritize clearly
• A calm, composed approach to escalations and excellent written and verbal communication

Certifications: CompTIA A+ (or obtained within 90 days of hire), plus CompTIA Network+ and a Microsoft Fundamentals certification (or obtained within 6 months of hire).

Education: An Associate's or Bachelor's degree in IT, Computer Science, or a related field is preferred. Equivalent certifications and experience are welcome.

Nice to Have

• Experience supporting users across multiple clients or tenants
• Networking fundamentals: DNS, DHCP, VPN, switching, and routing
• Background supporting Azure and cloud infrastructure
• On-call or after-hours rotation experience
• Certifications such as MD-102, MS-102, AZ-104, Security+, Auvik Certified Professional, or ConnectWise Automate

Our Tech Stack

ConnectWise Manage, Automate, and Control (ScreenConnect); Microsoft 365, Entra ID, Intune, and Azure; Cisco Meraki; Auvik; IT Glue; Keeper; KnowBe4; Todyl; Exclaimer; Desk Director. Don't know all of these? That's okay. We'll help you learn what you haven't used yet.

Physical Requirements

This role involves extended periods of computer work, moving around the office and client sites, using stairs, and occasionally lifting equipment up to 30 lbs.

Equal Opportunity

DivergeIT is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by law. Reasonable accommodations are available for individuals with disabilities throughout the hiring process. Qualified applicants with arrest or conviction records will be considered in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

The pay range listed reflects what we reasonably expect to pay for this role. Actual pay will depend on experience, skills, certifications, and location.