What are the responsibilities and job description for the Information Technology Team Lead position at Franklin Fitch?
IT Team Lead | $90k–$110k | Hybrid, Howell Township, NJ
We’re supporting a fast‑growing technology firm looking for a Team Lead to lead 1–2 pods of Service Desk technicians (10–20 techs across L1–L2). This is a people‑focused operations role, perfect for someone with MSP experience who loves team leadership, workload management, and keeping SLAs on track.
What You’ll Do
- Manage & mentor Pod Leads and oversee daily pod operations
- Ensure ticket queues, call queues, and coverage are properly staffed
- Monitor metrics: response times, escalations, CSAT, SLAs, ticket close times
- Coordinate training, manage PTO/OOO coverage, and enforce processes
- Escalate operational issues to the Service Manager and drive improvements
What You Need
- MSP experience (mandatory)
- 3–4 years in IT with leadership or team‑lead responsibilities
- Strong organizational, communication, and people‑management skills
- L2‑level technical understanding (minimal hands‑on work)
If you’re an MSP Team Lead ready for a step up, or an existing Pod/Service Manager looking for a strong culture and clear progression, let’s talk.
Salary : $90,000 - $110,000