Pod Manager

Pod Manager

SUMMARY:

• Supervise, manage, and provide mentorship to Pod Leads.
• Ensure Pod Leads have the necessary resources in place for their respective pod’s success.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Promote and instill teamwork and camaraderie.
•  Ensure that Pod Leads have the necessary resources in place for success.
• Ensure Pod Leads are aware of techs that are OOO/PTO by marking them as
  OOO in Nilear.
• Provide necessary resources when technicians are OOO/PTO or when volume
  increases for certain pods.
• Work with Pod Leads to ensure that technical resources are available, when
  required or needed.
• Ensure queue calls are adequately staffed and that technicians are logging into
  their respective queues.
• Main point of contact for Pod Leads
• Mentor and motivate Pod Leads.
• Delegate tasks to Pod Leads.
• Responsible for distributing pertinent information to Pod Leads.
• Provide Pod Lead training that includes but not limited to:
  • Bright Gauge
  • Nilear
  • Ticket reviews
  • 3CX Queue Calls
  • Ticket-taking etiquette
  • Review day-to-day metrics that includes but not limited to:
    • Average response times for new tickets per pod
    • Total # of new tickets per pod
    • Total # of escalations per pod
    • Total # of 1-touch tickets per pod
    • CSAT levels per pod
    • Queue calls SLA breaches per queue
    • Total # of incoming calls into Dispatch, Rapid Response, and 2nd Shift queues
      
    • Average time to close ticket based on ticket type and subtype
    • Average response time after customer responded
    • Report any discrepancies to Service Manager if metrics are trending in an unhealthy
      direction
• Document and record all issues and/or feedback from Pod Leads during weekly L10
  Meetings to create actionable items
• Escalate issues that fall outside of day-to-day operations and/or critical issues to
  the Service Manager
• Ensure technicians are following the guidelines from Digacore’s Employee Handbook
• Ensure technician timesheets are accurate
• Identify areas that require processes and escalate to Service Manager to collaborate on
  new process creation
• Ensure that on-call schedule is updated and accurate
• Ensure proper coverage for on-call is in place for technicians that are PTO/OOO
• Ensure Service Manager is updated on matters that adversely affect the Service Team
  such as but not limited to:
  • Reoccurring issues presented by Account Management Team, Sales, or
    Leadership
  •  Reoccurring issues from Pods
  • Staffing/Resource issue
  • Any major changes

JOB REQUIREMENTS

• CompTIA A , Network and Security
• MSP Experience
• Minimum 3-4 years in the IT industry
  
• Strong leadership Skills
• Strong organizational skills and the ability to multi-task
• Strong communication skills

BENEFITS OFFERED

• Nationwide medical insurance
• Dental insurance
• Life insurance gifted to all employees
• Long-term disability insurance gifted to all employees
• FSA and HSA options
• Generous paid time off
• Mental health days

Salary : $80,000 - $100,000