Help Desk Manager (Managed Service Provider)

Help Desk ManagerWe 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 metManage ticket flow, escalations, and reporting via Autotask (or similar PSA)Review service quality, billing accuracy, and recurring issue trendsLead hiring, onboarding, and performance reviews for Tier 1 and 2 staffServe as a client escalation point and ensure strong relationshipsMaintain client contracts and support internal process improvementsMonitor KPIs, manage MSP tools (RMM, PSA, EDR), and support vendor relationshipsRequired Experience:At least 1 year of experience working for a MSPHands-on experience with Autotask or other PSA platformsStrong grasp of SLAs, service workflows, and ITIL best practicesProven leadership in managing and mentoring technical support teamsExcellent communication, troubleshooting, and documentation skillsFamiliarity with contract/billing workflows and basic compliance standardsAbility to manage MSP tools and coordinate with external vendorsBenefits and Perks:Health, dental, and vision coverage (multiple provider options)Life insurance401(k) with 4% company matchPaid time off (PTO), paid sick days, and paid holidaysMileage reimbursementCertification reimbursement and ongoing career developmentHybrid work-from-home schedule after onboardingSemi-annual performance reviews to support your growthFrequent employee check-ins and "culture conversations"Inclusive team culture with strong diversity, including 38% women in tech