Service Desk Manager (Pod Lead)

Responsibilities

• Team leadership & coaching
• Give 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 & escalation
• Act 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 delivery
• Monitor 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 support
• Support client onboarding activities.
• Help deliver implementation projects and technology rollouts.
• Cookordinate technical tasks across the pod.
• Make sure project deliverables are accurate and on time.
• Process improvement
• Find 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 across Microsoft 365 administration, Microsoft Entra ID (Azure AD), Intune / endpoint management, Windows desktop and server environments, Active Directory and Group Policy, Networking fundamentals (DNS, DHCP, TCP/IP), Firewall and security concepts, Remote monitoring and management (RMM) platforms, MSP ticketing systems.

Preferred Skills

• Project coordination experience.
• Relevant certifications (Microsoft, CompTIA, Cisco, and similar).

Pay

The salary range for the position is $90,000 - $120,000.