Job Description

Overview:
Are you ready to step out of the grind of ticket queues and into a true leadership role ? SPN Networks is a well-established, high-performing MSP looking for a Service Manager (Help Desk Manager) to lead and elevate our support operations. If you've got the skills and experience but have been stuck in a flat or under-resourced IT shop — this is your opportunity to grow.

Who We Are:
We're a client-focused Managed Services Provider based in Southeast Los Angeles, supporting small to mid-sized businesses for over 24 years . We take pride in delivering real value, building strong relationships, and empowering our team to succeed.

Your Responsibilities:

• Lead and mentor a team of Tier 1–3 support technicians
• Improve documentation, workflows, and help desk operations (Autotask preferred)
• Handle escalations and ensure timely, high-quality service delivery
• Oversee SLAs, monitor KPIs, and coach team members for performance
• Coordinate onboarding/offboarding of client services
• Address billing issues and collaborate with internal accounting
• Continuously refine internal processes and drive team accountability

What We're Looking For:

• At least 3 years of experience in a Managed Services Provider (MSP) environment
• Proven leadership experience in a technical support setting
• Strong understanding of PSA and RMM platforms, Microsoft 365, and networking fundamentals
• Comfortable with process management and enforcing SLAs
• Strong communication skills and a client-first attitude
• Bonus: Familiarity with ITIL service management practices

What We Offer:

• Competitive Salary: $90,000–$105,000 , depending on experience.
• Health, Dental, Vision, and Life Insurance
• 401(k) with 4% company match
• Paid Time Off, Sick Days, and Paid Holidays
• Certification reimbursement and clear growth tracks
• A company culture built on ownership, results, and mutual respect

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