IT Helpdesk Pod Lead - People-First MSP

IT Helpdesk/Pod Manager Why Digacore? We’re a fast-paced, people-first MSP with: Real career growth Autonomy to own projects and make decisions A collaborative culture (we back each other up, no egos) About the Role: We’re looking for a strong people leader who thrives on building and supporting high‑performing teams. In this role, you’ll oversee a pod consisting of technicians of various skillsets, ensuring they have the guidance, resources, and support needed to drive success within their pod. You’ll remove roadblocks, reinforce priorities, and help standardize best practices within your team while maintaining a people‑first approach. This role blends leadership, operational oversight, and strategic support to keep their pod aligned, empowered, and performing at a high level. What You’ll Do: Lead and mentor technicians within their designated pod by promoting teamwork, accountability, and strong communication; serve as the primary point of contact and delegate tasks as needed. Ensure that their respective pod is properly staffed and resourced by managing coverage for PTO/OOO, volume spikes, queue calls, and on‑call schedules, and by coordinating technical resources with other pod leads/pod managers. Train and develop technicians within their designated pod through ongoing coaching and formal training across tools and processes, including BrightGauge, Nilear, ticket reviews, queue call management, and ticket‑taking best practices. Monitor day‑to‑day operational and performance metrics for their pod —including ticket volume, response and resolution times, escalations, CSAT, queue SLAs, and call volumes—and identify trends or risks impacting service quality. Document feedback, challenges, and action items from weekly L10 meetings; elevate critical or out‑of‑scope issues and unhealthy trends to the Service Manager. Ensure technicians adhere to Digacore policies, maintain accurate timesheets, and follow established processes; identify process gaps and collaborate with the Service Manager on improvements. Keep the Service Manager informed of recurring issues, staffing or resource concerns, and any major changes impacting the Service Team. What You Bring: 3+ years of experience in a Managed Service Provider (MSP) or high‑volume IT support environment Prior people‑management or team‑lead experience, with the ability to mentor, delegate, and hold others accountable Strong technical background with Windows Servers, Microsoft 365, Azure infrastructure and virtual networks, networking fundamentals, and experience working within ConnectWise Clear, confident communicator with the ability to work cross‑functionally and elevate issues appropriately Strong problem‑solving and decision‑making skills in fast‑paced, client‑facing environments Highly organized with strong documentation habits and attention to detail Compensation: $90,000-$110,000 Annually Perks & Benefits: Nationwide medical insurance. Dental insurance. Life insurance gifted to all employees. Long‑term disability insurance gifted to all employees. FSA and HSA options. 401k match Generous paid time off. Mental health days $500 sign‑on bonus Paid certification assistance We are an Equal Opportunity Employer! #J-18808-Ljbffr