QueueFortress provides managed IT Pods  specifically designed for growing MSPs. We deploy dedicated, high-performance pods from the Philippines—each led by a veteran Lead Associate—to handle Level 1 support and service desk noise.

QueueFortress Inc.

QueueFortress Inc. is a US-based Managed IT Services company headquartered in Northern Virginia. We operate elite, fully managed internal helpdesk teams that support business IT environments across the United States. We are not a "body shop" — we are a structured, secure, and professionally managed team environment where your career actually grows.

 

We are building our first internal helpdesk pod launching in April 2026. This is a ground-floor opportunity to join a company that takes talent seriously.

 

What You'll Be Doing

 

• Handling Level 1 and Level 2 helpdesk tickets inside our company's PSA platform (ConnectWise Manage or Autotask)

• Resolving issues including: password resets, MFA lockouts, Microsoft 365 problems, VPN troubleshooting, endpoint issues, user onboarding/offboarding

• Working inside a secure, US-hosted Azure Virtual Desktop (VDI) environment — all tools and access provided

• Following SOPs and runbooks created by your Pod Lead

• Documenting every action clearly in the ticketing system

• Participating in a "follow-the-sun" support model — shifts cover US business hours (EST/CST/PST)

 

What You WON'T Be Doing

 

• Managing other people (that's the Lead's job)

• Figuring things out with no guidance — we provide clear SOPs

• Working in a chaotic "figure it out" environment

 

Why QueueFortress?

 

• Above-market base salary + performance bonuses

• Clear promotion path: L1 → L2 → Lead Associate (L3)

• After 12 months, your workstation equipment becomes yours

• Managed by a US-based Founder who is personally invested in your growth

• Monthly all-hands calls so you always know where the company is headed

• SOC 2-compliant environment — you work in a professional, secure infrastructure (not a chaotic BPO)

 

To Apply — Read this cafefully 

 

We receive many applications. To be considered, your application message MUST include answers to these three questions. Applications without answers will not be reviewed.

 

1. What PSA tools have you used and for how long?

2. What RMM tools have you used and for how long?

3. Describe a ticket where you had to troubleshoot a Microsoft 365 issue. What was the problem, what did you do, and how did you resolve it?

 

Shortlisted candidates will be sent a 45-minute technical assessment. Only candidates who pass the assessment will be invited to a video interview.

IT Support Associate | MSP Helpdesk L1 | 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 &amp; 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

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