Senior IT Pod Lead (MSP/MSSP)

DivergeIT, Inc.; Texas, United States, Northern America, Americas; Hybrid; USD 52,000 - 68,000; Full time

Job summary

DivergeIT is seeking a Pod Lead to be the senior technical leader for one service delivery pod covering Tier 1–Tier 3 engineering and support for a group of clients. You will run day-to-day operations, escalate where needed, and ensure cases close within SLA, while reporting to the Service Delivery Manager.

This hands-on leadership role requires credibility, clear communication, and deep technical depth to guide the team and deliver white-glove service to VIP clients.

Qualifications

• 5+ years in MSP/MSSP technical support or service delivery
• 2+ years at Tier 2 or higher escalation level
• Experience as team lead or senior tech guiding others
• Solid understanding of ITSM/ITIL practices and PSA/ticketing
• Experience in matrix organizations; able to influence without direct authority
• Working knowledge of Microsoft 365, Intune, and Azure/Entra ID
• Familiarity with SMB networks (SD-WAN, wired, wireless) and prioritization skills
• Strong written and verbal communication, calm under escalations

Responsibilities

• Oversee day-to-day pod operations across Tier 1–Tier 3 for assigned clients
• Ensure Service Desk targets (response, resolution, SLA) are met across channels
• Assign cases, monitor aging, reallocate work to prevent SLA misses
• Coordinate after-hours and on-site work as needed
• Be the technical authority on client environments, procedures, and services
• Coach Tier 1 and 2 techs and serve as L2 escalation point
• Provide executive-level support and white-glove service to VIP clients
• Back up the TAM when unavailable; support client escalations and reviews
• Identify opportunities to improve service and propose new offerings
• Provide input on performance and training needs; collaborate with peers for consistency

Skills

MSP/MSSP experience

Team leadership

ITSM/ITIL

PSA/ticketing

Matrix organization

Microsoft 365 administration

Intune

Azure/Entra ID

Networking (SMB)

Communication skills

Education

Associate's or Bachelor's degree in IT related field

Tools

Microsoft 365 Administration

Intune

Azure / Entra ID

PSA / ticketing platforms

Job description

DivergeIT is seeking a Pod Lead to be the senior technical leader for one service delivery pod covering Tier 1–Tier 3 engineering and support for a group of clients. You will run day-to-day operations, escalate where needed, and ensure cases close within SLA, while reporting to the Service Delivery Manager.

This hands-on leadership role requires credibility, clear communication, and deep technical depth to guide the team and deliver white-glove service to VIP clients.