Support Pod Team Lead

Primary Responsibilities

• Run daily pod stand-ups: coordinate ticket assignments, reactive and proactive work, and flag anything aging or stuck
• Step in on hard escalations: you're the technical backstop and the first escalation point inside the pod, not a bystander
• Coach your techs in real-time on tickets and in regular 1:1s. Live coaching is often what separates a good pod from a great one
• Coach your team on client environments—not just technical skills
• Build pod culture: set the tone for how your team communicates, collaborates, and handles pressure
• Own pod-specific processes: new client onboarding, quarterly maintenance schedules, capacity planning
• Partner with Account Management on reporting, client health, and account planning
• Monitor and manage pod capacity. Know your limits before you hit them
• Drive continuous improvement: documentation standards, automation, root cause analysis
• Spot check quality assurance calls with clients
• Occasional on-site technical support at client offices in the NYC area, as needed.

Required Qualifications

• 5+ years in MSP or managed services delivery
• 2+ years in a team lead, senior tech, or supervisory role
• Strong working knowledge of Microsoft 365, Google Workspace, and common endpoint/network environments
• Proficiency with a PSA tool (Halo experience a plus)
• Genuine interest in the nonprofit sector. You understand mission-driven organizations and can work within their constraints
• Clear, calm communicator with clients under pressure and with techs who need coaching, not criticism
• Highly organized, with a bias toward proactive over reactive

Preferred Qualifications

• ITIL Foundation or equivalent service delivery framework exposure
• Experience with HIPAA, PCI, SOC, or other data privacy requirements
• Familiarity with nonprofit-specific platforms (Salesforce NPSP, DonorPerfect, etc.)

Schedule

This is a salaried position with general hours of 40-45 hours per week; Monday-Friday.

Preferred Location

This job is classified as a hybrid position with some onsite work and collaboration as well as work from home.

Pay

• Salary Range: $75,000 - $100,000
• Health/Dental Insurance
• Long & Short-Term Disability
• Life Insurance
• 401k with Matching (available after 1 year of employment)
• Reimbursement for professional development and training
• PTO days & Holidays

Benefits

Success in this role will be rewarded with a competitive salary, an incentive plan, and a generous benefits package.

How to Apply

Please submit a thoughtful cover letter and resume to growsupport@roundtabletechnology.com

RTT is an Equal Opportunity Employer. All employment decisions shall be made without regard to age (40 or older), race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, pregnancy, citizenship status or any other basis as protected by federal, state, or local law. RTT is committed to providing IT employment opportunities to Women and Underrepresented Minorities in the IT industry.