Pod Lead - IT Service Delivery & Escalations

DivergeIT, Inc.; Plano (TX); Hybrid; USD 79,000 - 102,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

MSP/MSSP experience

Team lead

ITSM/ITIL knowledge

Microsoft 365 / Azure

Strong communication

Education

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

CompTIA A+ (or equivalent)

Tools

ConnectWise Suite

Microsoft 365

Entra ID / Azure

Intune

Cisco Meraki

Auvik

IT Glue

Job description

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.