Support Pod Team Lead

RoundTable Technology is a growing IT company offering premier managed IT services to nonprofits. Our headquarters are in Frisco, Texas, and we have offices and staff in Maine, New York City, Vermont, and the Philippines. We are a small, fast‑growing Managed Services Provider that needs an IT Professional to join a team of Engineers who service small to medium‑sized businesses in the Maine, Dallas‑Fort Worth Texas, New York, NY area and occasionally Stamford, Connecticut locations. Ideal candidates would have a minimum of 4+ years of experience with an MSP providing Level 2/3 support with knowledge across a wide range of networking technologies. Our team consists of a mobile workforce working remotely from home primarily, providing support to our clients, but this position will require occasional onsite client visits for field meetings, project coordination, and environment reviews. In this position, you will work with a fantastic group of engineers who embrace continuous improvement and learning. We share our knowledge to grow the team and expand our expertise. We are one of the most successful MSPs in our target space and have an excellent reputation and client base. If you enjoy a culture of customer service, collaboration and learning, you will find our organization to be a thrilling opportunity and a wonderful place to call home. Role Overview You'll lead a pod of technicians delivering managed IT services to a portfolio of nonprofit organizations. This is a working leadership position: part technical lead, part people manager, part client relationship owner, and part high‑level technician. You'll own your pod's SLA performance and team development while building genuine trust with clients who are doing important work on tight budgets. You'll be the consistent face that those clients rely on. When something goes wrong, you're who they think of. When your team is unsure, you're who they call. That kind of presence is what makes a pod work. 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 are 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. Support Pod Team Lead 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 Success in this role will be rewarded with a competitive salary, an incentive plan, and a generous benefits package. 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. #J-18808-Ljbffr RoundTable Technology