Pod Lead Lakewood, New Jersey, United States

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 MSP’s 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 skill to bring a team with them. Salary range: $90,000‑$120,000. What you’ll do Team leadership & coaching Coach engineers in troubleshooting methodology and technical best practice. Champion the company’s values, standards, and ways of working. Technical leadership & escalation Review escalated tickets and ensure root cause analysis is completed where it matters. Escalate to senior leadership, vendors, or engineering when additional resources are needed. Service delivery Keep service level agreements (SLAs) consistently met. Maintain high levels of client satisfaction. Process improvement Find ways to make support more efficient. Keep documentation and knowledge‑base articles accurate and up‑to‑date. What we’re looking for 5+ years in IT support or with an MSP. A real troubleshooter, with strong problem‑solving instincts. Excellent communication and a genuine client‑service mindset. Hands‑on experience across Microsoft 365 administration Intune/endpoint management MSP ticketing systems Bonus points Leadership experience within an MSP. Relevant certifications (Microsoft, CompTIA, Cisco, and similar). How we’ll measure success SLAs consistently met Effective resolution of escalations Pod productivity Ticket quality Client satisfaction The growth and development of your team This role requires the candidate to work in‑person at the client’s Lakewood location, 9 am‑6 pm Monday to Friday. #J-18808-Ljbffr Zero Hiring