Technical Team Lead (MSP)

Technical Team Lead (MSP) Lead a pod of technicians to ensure excellent client service, strong team performance, and consistent operational execution. Own team accountability, coaching, workload management, and technician development while partnering closely with the Service Manager to improve service delivery and team effectiveness. Key Responsibilities Conduct regular 1:1 meetings with technicians Coach team members on performance, communication, and client service Monitor technician workload and capacity Assist with prioritization and ticket assignment Support employee development and career growth Participate in hiring, onboarding, and training efforts Service delivery oversight Monitor ticket queues, SLAs, and service quality Identify service delivery risks and elevate appropriately Ensure proper documentation standards are followed Review escalations and coordinate resources as needed Drive accountability for ticket ownership and resolution Help maintain consistent client experiences across the pod Process improvement Identify opportunities to improve workflows and efficiency Assist with implementation of operational improvementsPromote standardization and best practices Support KPI tracking and team performance reporting Partner with leadership on service delivery initiatives Cross-functional collaboration Work closely with Service Manager on team performance and planning Coordinate with Project, Procurement, and Engineering teams Communicate staffing, workload, and resource concerns Help ensure smooth execution across departments Required Qualifications Previous experience working for a Managed Services Provider (MSP) Experience leading, mentoring, coaching, or supervising team members Strong understanding of service desk operations and ticket management Excellent communication and interpersonal skills Strong organizational and time management abilities Ability to balance people leadership with operational execution Preferred Qualifications Previous Team Lead, Supervisor, or Management experience Experience managing performance metrics and service KPIs Experience with ConnectWise, NinjaOne, Microsoft 365, and Azure environments Experience participating in hiring, onboarding, and employee development Success Measures Team members are coached, developed, and held accountable Ticket backlog and SLA performance remain within targets Technician workload is balanced and sustainable Documentation compliance remains high Employee engagement and retention improve Service quality and client satisfaction remain strong Operational improvements are regularly identified and implemented Reporting Structure Reports to Service Manager Hybrid Schedule Minimum two days per week in our Lakewood, NJ office Compensation $90,000 - $110,000 based on experience #J-18808-Ljbffr DigaCore Technology Consulting