Service Desk Manager

Service Desk Manager - Pod Lead – Managed IT Services (MSP)

📍 Lakewood, NJ | Full-Time | Onsite Monday–Friday

Lead the Team. Stay Hands-On.

We have partnered with a growing Managed Service Provider (MSP) in Lakewood, NJ that is looking for an experienced Service Desk Manager / Pod Lead to lead a team of IT professionals while remaining actively involved in technical troubleshooting and client support.

This is a true player-coach role — approximately 50% leadership and 50% hands-on technical work . You'll coach and develop your team, manage service delivery, handle escalations, and work directly with clients across multiple IT environments.

If you're an experienced MSP professional who enjoys leading people but doesn't want to step away from the technology, this could be a great next move.

What You'll Do

• Lead, coach, and develop a team of IT engineers and technicians
• Conduct 1:1s, performance reviews, coaching, and performance management
• Own team performance, accountability, workload, and service quality
• Remain hands-on with complex Tier 2/3 troubleshooting and escalations
• Support multiple MSP client environments
• Administer and troubleshoot Microsoft 365, Entra ID/Azure AD, Intune, and Active Directory
• Manage ticket queues, SLAs, escalations, and priorities
• Communicate directly with clients and ensure a strong customer experience
• Improve documentation, processes, workflows, and technical standards

What We're Looking For

Must-Haves

• Direct MSP / Managed IT Services experience supporting multiple external clients
• Full ownership directly managing IT engineers or technicians
• Strong Tier 2/3 troubleshooting and escalation experience
• Hands-on experience with Microsoft 365, Entra ID/Azure AD, Intune, and Active Directory
• Working knowledge of Windows environments and networking
• Experience with ITSM/ticketing systems and SLA-driven support
• Strong client communication and relationship-management skills
• Comfortable balancing leadership with hands-on technical work
• Able to work onsite Monday–Friday in Lakewood, NJ

Nice to Have

Experience with MSP tools such as ConnectWise, IT Glue, Datto, Autotask, Kaseya, NinjaOne, Atera, or ScreenConnect .

Who We're Looking for someone who takes ownership, enjoys developing people, communicates confidently with clients, and is willing to jump into difficult technical issues alongside the team.

Why Consider This Opportunity?

This is an opportunity to:

• Lead and develop a technical team
• Stay hands-on with technology
• Have real ownership over team and client outcomes
• Work across a variety of client environments and technologies
• Help improve processes, service delivery, and technical standards
• Join a growing organization where your ideas and leadership can have a visible impact

The environment is best suited for someone who brings positive energy, takes ownership, cares about the quality of their work, and genuinely wants both their team and clients to succeed.

📍 Location: Lakewood, NJ

🏢 Schedule: Monday–Friday, Strictly Onsite

⚙️ Role Mix: Approximately 50% Leadership / 50% Hands-On Technical

Interested?

If you have MSP experience , enjoy leading technical teams , and still love solving IT problems , we'd like to hear from you.

Apply today to learn more about this confidential Pod Lead opportunity.