Service Desk Manager (Pod Lead)

About the Company Our client is a fast-growing Managed Service Provider based in New Jersey, delivering modern IT support to an expanding base of business clients. They’ve built their entire operation to be cloud-native and Microsoft-first, and they lean heavily on automation and AI to support clients at a level most traditional MSPs can’t match. The business has grown significantly over the past year and shows no sign of slowing down. Because the environment is fully cloud-based, this is a genuinely modern support role: no legacy server rooms, no break-fix grind. It’s a close-knit team with very low turnover and a culture that rewards people who think for themselves and want to keep growing. About the Role As Pod Lead, you’re the technical anchor and coach for your support pod. It’s a true player-coach role: you’ll spend your time both solving the hardest problems and making the engineers around you better. You’ll be the first point of escalation when issues get complex, you’ll drive accountability and quality across the pod, you’ll support project work, and you’ll keep clients genuinely happy with the service they receive. It’s a role for someone who has the technical depth to lead from the front and the people skills to bring a team with them. The salary range for the position is $80,000 - $110,000. Responsibilities Team leadership & coachingGive the pod daily direction, guidance, and support.Coach engineers on troubleshooting methodology and technical best practice.Run ticket reviews and quality checks.Help onboard and train new team members.Champion the company’s values, standards, and ways of working. Technical leadership & escalationAct as the first point of escalation for Tier 1 and Tier 2 engineers in your pod.Help the team diagnose and resolve complex issues across Microsoft 365, Azure, networking, endpoint management, security, and line-of-business applications.Carry out advanced troubleshooting across Windows, macOS, Microsoft 365, Azure AD/Entra ID, Intune, VPNs, DNS, DHCP, firewalls, and network connectivity.Review escalated tickets and make sure root cause analysis is completed where it matters.Ensure critical incidents get timely attention and resolution.Escalate to senior leadership, vendors, or engineering when additional resources are needed. Service deliveryMonitor ticket queues and how work is distributed across the pod.Keep service level agreements (SLAs) consistently met.Spot recurring issues and put preventative fixes in place.Maintain high levels of client satisfaction. Projects & client supportSupport client onboarding activities.Help deliver implementation projects and technology rollouts.Coordinate technical tasks across the pod.Make sure project deliverables are accurate and on time. Process improvementFind ways to make support more efficient.Keep documentation and knowledge-base articles accurate and up to date.Standardise troubleshooting and support practice across the team.Contribute to wider operational improvements. Qualifications Mandatory 5+ years in IT support with MSP experience.Strong working knowledge of Microsoft 365, Azure, Windows environments, networking, and endpoint management.Leadership experience within an MSP.Comfortable to work onsite Required Skills A real troubleshooter, with strong problem-solving instincts.Experience mentoring or leading technical team members.Excellent communication and a genuine client-service mindset.Hands-on experience acrossMicrosoft 365 administrationMicrosoft Entra ID (Azure AD)Intune / endpoint managementWindows desktop and server environmentsActive Directory and Group PolicyNetworking fundamentals (DNS, DHCP, TCP/IP)Firewall and security conceptsRemote monitoring and management (RMM) platformsMSP ticketing systems Preferred Skills Project coordination experience.Relevant certifications (Microsoft, CompTIA, Cisco, and similar). Pay range and compensation package The salary range for the position is $80,000 - $110,000. Equal Opportunity Statement We are committed to diversity and inclusivity.