Service Manager

Service Manager SPN Networks - 5.0 Santa Fe Springs, CA Job Details Full-time $90,000 - $105,000 a year 2 hours ago Benefits Paid holidays Health insurance Dental insurance 401(k) Paid time off Opportunities for advancement Qualifications Client onboarding Process optimization Workflow management (operations management method) IT service management Process improvement Mid-level 3 years Key Performance Indicators Team management Customer support ticket management Mentoring Computer networking Escalation handling Process management Leadership Communication skills Help desk Full Job Description Do you thrive on leading teams and driving results? SPN Networks is seeking a Service Manager (Help Desk Manager) to bring structure, motivation, and leadership to our support operations. This is an exciting opportunity for someone ready to step out of day-to-day ticket work and into a true leadership role at a high-performing, people-focused MSP. Who We Are SPN Networks is a client-focused Managed Services Provider based in Southeast Los Angeles. For more than 24 years, we've supported small to mid-sized businesses with reliable IT solutions, built strong client relationships, and fostered a close-knit team culture where employees can thrive and succeed.

Primary areas of responsibility:

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

Qualified applicants should have:

3+ years of experience in a Managed Services Provider (MSP) environment. Proven leadership experience in a technical support setting. Strong knowledge of PSA and RMM platforms, Microsoft 365, and networking fundamentals. Comfortable with process management and enforcing SLAs. Strong communication skills and a client-first mindset.

Bonus:

Familiarity with ITIL service management practices. SPN Networks offers career advancement opportunities, competitive compensation, and an enjoyable working environment, along with a comprehensive benefits package. Employees are eligible to enroll in health and dental insurance after 90 days, and begin accruing paid time off after a 90-day probation period, which includes 10 PTO days and 5 sick days annually, plus paid holidays. SPN Networks also offers a 401(k) retirement plan with a 100% employer match of employee contributions, up to 4% of total compensation. Enrollment and matching eligibility are available after one year of employment. This position is based out of our office in Santa Fe Springs, CA, and is not a remote position. This is a full-time position. This position is subject to a 90-day probationary period. Applicants are subject to a background check. Join Us If you're ready to take the next step in your career and lead a talented support team in a collaborative, growth-focused environment, we'd love to hear from you! Apply today and grow with SPN Networks!