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Digacore Technology Consulting · 4 days ago

IT Team Lead (MSP)

Lakewood, New Jersey, United States

Full-time

Hybrid

Mid, Senior Level

$90K/yr - $110K/yr

3+ years exp

Digacore Technology Consulting is a fast-paced, people-first Managed Service Provider (MSP) seeking an IT Team Lead. The role involves overseeing a team of technicians, ensuring they have the necessary support and resources, while promoting teamwork and operational excellence.

Cloud ComputingConsultingNetwork Security

Growth Opportunities

Responsibilities

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; escalate 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

Qualification

Managed Service Provider experienceWindows ServersMicrosoft 365Azure infrastructureConnectWiseNetworking fundamentalsPeople managementProblem-solvingCommunication skillsOrganizational skills

Required

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 escalate 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