Job description
Primary Purpose
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
Team leadership and accountability:
- 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 escalate 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 improvements
- Promote 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