Senior Pod Lead — IT Services & VIP Escalations

Diverge IT; Plano (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

DivergeIT is seeking a Pod Lead to act as the senior technical leader for a service delivery pod spanning Tier 1, 2, and 3 support for multiple clients. You will run day-to-day operations, ensure SLA attainment, and serve as the escalation authority alongside the TAM, reporting to the Service Delivery Manager.

This hands-on leadership role emphasizes credibility, clear communication, and technical depth. You will guide the team, coach Tier 1/2 technicians, own executive support, and collaborate

Qualifications

• 5+ years MSP/MSSP technical support or service delivery experience.
• 2+ years at a Tier 2 or higher escalation level.
• Experience as a team lead or senior tech guiding others.
• Strong ITSM/ITIL, PSA/ticketing experience, and tiered support.
• Experience in a matrix organization and influencing non-direct reports.
• Working knowledge of Microsoft 365, Intune, and Azure/Entra ID.
• Familiarity with SMB networks (SD-WAN, wired, wireless).
• Calm, clear communication during escalations.

Responsibilities

• Run the pod day to day across Tier 1-3 and meet SLA targets.
• Lead technically as the pod's authority and L2 escalation point.
• Coach Tier 1/2 techs on client issues.
• Own Executive Support for VIPs and fast, white-glove service.
• Back up the TAM when unavailable.
• Handle client escalations including security incidents.
• Identify service improvements and present to the TAM.
• Provide input on performance and coaching needs to the TAM.
• Collaborate with peer Pod Leads for consistency.

Skills

MSP/MSSP experience

Tier 2 escalation

Team lead experience

ITSM/ITIL

PSA/ticketing

Matrix organization

Microsoft 365

Intune

Azure/Entra ID

Networking fundamentals

Communication skills

Education

Associate's/Bachelor's in IT/CS

Tools

ConnectWise Manage

Automate

ScreenConnect

Microsoft 365

Entra ID

Intune

Azure

Cisco Meraki

Auvik

IT Glue

Keeper

KnowBe4

Desk Director

Job description

DivergeIT is seeking a Pod Lead to act as the senior technical leader for a service delivery pod spanning Tier 1, 2, and 3 support for multiple clients. You will run day-to-day operations, ensure SLA attainment, and serve as the escalation authority alongside the TAM, reporting to the Service Delivery Manager.

This hands-on leadership role emphasizes credibility, clear communication, and technical depth. You will guide the team, coach Tier 1/2 technicians, own executive support, and collaborate