help desk manager managed service provider

Help Desk Manager (Managed Service Provider) Whittier, CA $115,000 - $125,000 About We are a growing Managed Service Provider (MSP) with over 20 years of success supporting small and mid-sized businesses across Southern California. Our team is collaborative, people-focused, and passionate about delivering secure, reliable IT services. We’re currently hiring a Help Desk Manager to lead service operations, mentor our engineering team, and ensure our clients receive exceptional support. This is a full-time position based in Norwalk, CA, with an on-site schedule during onboarding and a hybrid work-from-home model thereafter. You’ll join a close-knit, collaborative team that invests heavily in its people—not just through day-to-day support, but through structured growth paths, semi-annual performance reviews, and paid certification programs. We offer a wide range of benefits, including multiple healthcare plan options, 401(k) with company match, generous PTO, and regular culture-focused check-ins that ensure you’re supported personally and professionally. If you’re looking for a place where your voice matters, your work is recognized, and your career can evolve long-term, we’d love to connect. Daily Responsibilities: Oversee daily IT service delivery and ensure client SLAs are met Manage ticket flow, escalations, and reporting via Autotask (or similar PSA) Review service quality, billing accuracy, and recurring issue trends Lead hiring, onboarding, and performance reviews for Tier 1 and 2 staff Serve as a client escalation point and ensure strong relationships Maintain client contracts and support internal process improvements Monitor KPIs, manage MSP tools (RMM, PSA, EDR), and support vendor relationships Required Experience: At least 1 year of experience working for a MSP Hands-on experience with Autotask or other PSA platforms Strong grasp of SLAs, service workflows, and ITIL best practices Proven leadership in managing and mentoring technical support teams Excellent communication, troubleshooting, and documentation skills Familiarity with contract/billing workflows and basic compliance standards Ability to manage MSP tools and coordinate with external vendors Benefits and Perks: Health, dental, and vision coverage (multiple provider options) Life insurance 401(k) with 4% company match Paid time off (PTO), paid sick days, and paid holidays Mileage reimbursement Certification reimbursement and ongoing career development Hybrid work-from-home schedule after onboarding Semi-annual performance reviews to support your growth Frequent employee check-ins and “culture conversations” Inclusive team culture with strong diversity, including 38% women in tech Location Whittier, CA Salary $115,000 - $125,000 About the Company Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America’s top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry. Location: Whittier, CA Job ID: BW7875 Published Date : May 15, 2025 Apply for this Job Apply To Bowman Williams Jobs New York City Chicago Washington D.C Dallas Los Angeles Houston