IT Technical Pod Lead L3 | Senior IT Operations Manager | US Operations Team  

Who We Are

QueueFortress Inc. is a US-based Managed IT Services company headquartered in Northern Virginia. We operate fully managed internal helpdesk teams supporting business IT environments across the United States. Our model is built on three things: elite talent, SOC2 security, and a management layer that actually works.

We are hiring our first Technical Pod Lead — this is the most important hire we will make. You will be the technical backbone of our US operations team.

This Is NOT a Standard Support Role

You will not spend your days closing L1 tickets. Your job is to lead a pod of 3–4 associates, own the quality of their work, and be the single point of accountability within QueueFortress operations. You are the reason our service runs flawlessly.

What You'll Be Responsible For

• Managing a pod of 3–4 L1/L2 associates — daily oversight, coaching, and QA of their tickets

• Monitoring the ticket queue inside our company's PSA platform (ConnectWise Manage or Autotask) and ensuring SLAs are met

• Building and maintaining SOPs and runbooks tailored to each operational environment

• Handling all escalated L2/L3 tickets that your associates cannot resolve independently

• Participating in Quarterly operational reviews — written summaries and KPI reporting

• Managing VDI security protocols and ensuring all associates comply with SOC 2 requirements

• Onboarding new associates and managing their 30/60/90-day development

• Being the first point of contact for Priority 1 incidents — you own the incident response

What Sets You Apart (We're Actively Looking For This)

• You think in systems, not tasks — when something breaks, you fix the process, not just the ticket

• You coach your team instead of doing everything yourself

• You've built a knowledge base or runbook library from scratch

• You've managed operational relationships, not just a ticket queue

Compensation & Benefits

• Above-market base salary ($1,800–$2,500/month USD based on experience)

• Quarterly retention bonus for pods maintaining 95%+ CSAT

• "95+ Club" monthly bonus for sustained team satisfaction scores

• Documentation bonus for high-impact SOPs adopted across the network

• After 12 months, all provided equipment becomes your personal property

• Direct relationship with US Founder — you are not a number here

• Clear growth path as QueueFortress scales: Senior Lead → Regional Lead → Operations Manager

What We're Looking For

• 7+ years of IT experience, with at least 3 years in a senior, lead, or manager role at an MSP or IT services company

• Deep hands-on experience with PSA tools: ConnectWise Manage or Autotask (required)

• Deep hands-on experience with RMM tools: ConnectWise Automate, Datto RMM, or NinjaRMM (required)

• Advanced Microsoft 365 and Entra ID administration (Conditional Access, Exchange Online, Defender)

• Active Directory / Group Policy — expert level

• Azure Virtual Desktop or VDI environment experience (preferred)

• Certifications: Azure Solutions Architect, CompTIA CySA+, ITIL Foundation, or equivalent (required or in progress)

• Proven track record of building SOPs and managing a remote technical team

• Executive-level written English — you will write internal reports and operational documentation

• Stable home office: minimum 50 Mbps internet, enterprise-grade UPS/backup power, dedicated workspace

• Availability to cover US business hours AND be reachable for P1 incidents outside core hours