Technical Team Lead (MSP) at Digacore Technology LLC

Lakewood Township, New Jersey, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Sep, 26

Salary

110000.0

Posted On

14 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Coaching, Workload Management, Service Delivery, SLA Management, Ticket Management, Process Improvement, Performance Metrics, ConnectWise, NinjaOne, Microsoft 365, Azure, Interpersonal Communication, Organizational Skills, MSP Operations, Employee Development

Industry

IT Services and IT Consulting

Description

Technical Team Lead (MSP) 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

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Responsibilities

Lead a pod of technicians to ensure excellent client service, operational execution, and team accountability. Partner with the Service Manager to oversee ticket queues, SLAs, and continuous process improvements.