Service Desk Manager Job at SPN Networks, Santa Fe Springs, CA

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  • SPN Networks
  • Santa Fe Springs, CA

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

Job Tags

Holiday work, Full time,

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