About the company
Our client is a fast-growing Managed Service Provider based in New Jersey, delivering modern IT support to an expanding base of business clients. They’ve built their entire operation to be cloud-native and Microsoft-first, and they lean heavily on automation and AI to support clients at a level most traditional MSPs can’t match. The business has grown significantly over the past year and shows no sign of slowing down.
Because the environment is fully cloud-based, this is a genuinely modern support role: no legacy server rooms, no break-fix grind. It’s a close-knit team with very low turnover and a culture that rewards people who think for themselves and want to keep growing.
About the role
As Pod Lead, you’re the technical anchor and coach for your support pod. It’s a true player-coach role: you’ll spend your time both solving the hardest problems and making the engineers around you better.
You’ll be the first point of escalation when issues get complex, you’ll drive accountability and quality across the pod, you’ll support project work, and you’ll keep clients genuinely happy with the service they receive. It’s a role for someone who has the technical depth to lead from the front and the people skills to bring a team with them.
The salary range for the position is $80,000 - $110,000.
What you’ll do
Team leadership & coaching
- Give the pod daily direction, guidance, and support.
- Coach engineers on troubleshooting methodology and technical best practice.
- Run ticket reviews and quality checks.
- Help onboard and train new team members.
- Champion the company’s values, standards, and ways of working.
Technical leadership & escalation
- Act as the first point of escalation for Tier 1 and Tier 2 engineers in your pod.
- Help the team diagnose and resolve complex issues across Microsoft 365, Azure, networking, endpoint management, security, and line-of-business applications.
- Carry out advanced troubleshooting across Windows, macOS, Microsoft 365, Azure AD/Entra ID, Intune, VPNs, DNS, DHCP, firewalls, and network connectivity.
- Review escalated tickets and make sure root cause analysis is completed where it matters.
- Ensure critical incidents get timely attention and resolution.
- Escalate to senior leadership, vendors, or engineering when additional resources are needed.
Service delivery
- Monitor ticket queues and how work is distributed across the pod.
- Keep service level agreements (SLAs) consistently met.
- Spot recurring issues and put preventative fixes in place.
- Maintain high levels of client satisfaction.
Projects & client support
- Support client onboarding activities.
- Help deliver implementation projects and technology rollouts.
- Coordinate technical tasks across the pod.
- Make sure project deliverables are accurate and on time.
Process improvement
- Find ways to make support more efficient.
- Keep documentation and knowledge-base articles accurate and up to date.
- Standardise troubleshooting and support practice across the team.
- Contribute to wider operational improvements.
What we’re looking for
- 5+ years in IT support or with an MSP.
- Strong working knowledge of Microsoft 365, Azure, Windows environments, networking, and endpoint management.
- A real troubleshooter, with strong problem-solving instincts.
- Experience mentoring or leading technical team members.
- Excellent communication and a genuine client-service mindset.
Hands-on experience across
- Microsoft 365 administration
- Microsoft Entra ID (Azure AD)
- Intune / endpoint management
- Windows desktop and server environments
- Active Directory and Group Policy
- Networking fundamentals (DNS, DHCP, TCP/IP)
- Firewall and security concepts
- Remote monitoring and management (RMM) platforms
- MSP ticketing systems
Bonus points
- Leadership experience within an MSP.
- Project coordination experience.
- Relevant certifications (Microsoft, CompTIA, Cisco, and similar).
How we’ll measure success
- SLAs consistently met
- Effective resolution of escalations
- Pod productivity
- Ticket quality
- Client satisfaction
- The growth and development of your team
Our hiring process
We’ve designed our process to get you from application to offer in 2–3 weeks — no lengthy waiting periods, no unnecessary stages.
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Step 1 — AI Interview (within 48 hours of applying). Complete a short AI-powered interview at a time that suits you. No scheduling required — you choose when you do it, and it can be completed within 48 hours of applying.
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Step 2 — Recruiter Call. A member of the Zero Hiring team will reach out to walk you through the role and the business in more detail, answer your questions, and make sure this is the right fit on both sides.
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Step 3 — Client Interviews. You’ll meet the team. Typically 2–3 interviews with the hiring organisation, designed to give both parties a thorough and genuine sense of fit.
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Step 4 — Offer. If it’s a match, we move fast. Expect a clear, timely offer without the drawn-out back-and-forth.
