Pod Lead - IT Operations

Diverge IT•Plano, TX

2d•$38 - $49•Hybrid

About The Position

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.

Requirements

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).

Nice To Haves

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

Responsibilities

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