Pod Lead - IT Operations

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.

What You’ll Do

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

How Success Is Measured

• SLA performance: response and resolution within client SLA targets
• Operational KPIs: pod utilization, service delivery KPIs, and hours delivered against client commitments
• Customer experience: phone answer rate, CSAT, and client retention

• 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).

Education: An Associate’s or Bachelor’s degree in IT, Computer Science, or a related field is preferred. Equivalent certifications and experience are welcome.

Nice to Have

• 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

Our Tech Stack

ConnectWise Manage, Automate, and Control (ScreenConnect); Microsoft 365, Entra ID, Intune, and Azure; Cisco Meraki; Auvik; IT Glue; Keeper; KnowBe4; Todyl; Exclaimer; Desk Director. Don’t know all of these? That’s okay. We’ll help you learn what you haven’t used yet.

Physical Requirements

This role involves extended periods of computer work, moving around the office and client sites, using stairs, and occasionally lifting equipment up to 30 lbs.

DivergeIT is a managed IT and security services provider (MSP/MSSP) with offices in Torrance, CA and Plano, TX. We support businesses that count on us to keep their people productive and their data secure. We run on four core values: Rockstar (excellence in delivery), Yogi (always learning), Guardian (protecting clients and teammates), and Pit Crew (fast, precise, collaborative problem-solving). Our operating philosophy is simple: Can Do, Will Do, Done.