Help Desk Agent

IT Helpdesk Lead / Pod Manager Digacore | New Jersey | $90,000–$110,000 Why Digacore? We're a fast-paced, people-first MSP with real career growth, autonomy to own your work, and a team that genuinely backs each other up. About the Role We're looking for a natural leader — someone their team gravitates toward, trusts, and performs better because of. You'll manage a pod of IT technicians, keep operations running smoothly, and be the person your team turns to when things get hard. This role is as much about people as it is about process. If you love developing others, thrive in a fast-moving environment, and know how to stay calm when the queue is blowing up — this is for you. What You'll Do Lead and mentor a team of technicians — set the tone, delegate effectively, and hold your pod accountable with a people-first approach Manage day-to-day coverage: PTO, volume spikes, on-call schedules, and queue management Coach technicians on tools, processes, and best practices through ongoing feedback and formal training Monitor team performance metrics — ticket volume, response/resolution times, CSAT, SLAs — and act on trends before they become problems Escalate issues and communicate proactively with the Service Manager Identify process gaps and help drive improvements across the team What You Bring Experience leading or mentoring a team in a technical environment — this could be a formal management role, a team lead position, or simply being the person everyone turned to A background in IT support, helpdesk, or a related technical field Strong communicator who can give direct feedback, rally a team, and work cross-functionally Organized, accountable, and comfortable making decisions under pressure MSP experience is a plus, not a requirement Tools You’ll Work With ConnectWise, BrightGauge, Nilear, Microsoft 365, Azure Benefits Nationwide medical, dental, and life insurance Long‑term disability insurance (company-paid) 401(k) with company matching Generous PTO policy HSA and FSA options Paid training and certification assistance Flexible working schedule $500 sign‑on bonus Team‑building events Clear career advancement opportunities #J-18808-Ljbffr