Job Description
Help Desk Manager (MSP) at Bowman Williams Help Desk Manager (MSP) at Bowman Williams in San Luis Rey, California Posted in 1 day ago.
Type:
full-time Job Description:
Overview We are a boutique technology consulting and managed services provider hiring a Help Desk Manager to lead our support team and improve day-to-day service delivery for law firm clients. This role is roughly 80% management and 20% hands-on escalations . The ideal candidate is a proven MSP support leader who can manage technicians, enforce accountability, improve ticket quality, and maintain SLA performance while still having the technical credibility to step in on escalations when needed. This is a white-glove client environment, so strong communication, professionalism, and service quality are critical. Responsibilities Manage, coach, and develop Level I-III technicians in a ticket-driven MSP environment Lead regular 1:1s, performance conversations, career development planning, and team accountability Monitor SLA performance, ticket queues, response times, resolution times, and ticket quality Ensure time entry, billing notes, documentation, and ticket updates are completed consistently Improve service desk workflows, escalation paths, documentation standards, and support processes Hold technicians accountable to service standards, utilization, communication, and follow-through Act as a technical escalation point when needed for client-facing or high-priority issues Partner with the escalation team and leadership to identify recurring problems and long-term fixes Track KPIs including SLAs, utilization, CSAT, ticket quality, and service performance Communicate professionally with law firm clients and ensure a white-glove support experience Required Experience Experience working for a Managed Service Provider 5+ years of experience in IT support, service desk, or technical operations 3+ years of experience in a team lead, supervisor, help desk manager, or support management role Experience managing technicians in a ticket-driven environment Strong understanding of SLA management, time entry, utilization, ticket quality, and escalation workflows Technical background across endpoints, Microsoft 365, user support, and basic infrastructure Ability to provide technical guidance and step into escalations when needed Experience with PSA tools, with ConnectWise strongly preferred Strong client communication skills, especially in high-touch or white-glove environments Strong leadership, coaching, organization, and accountability skills Benefits $115,000 - $130,000 salary 100% employer-paid health care coverage for the individual Generous PTO 401(k) with 4% company match Technology stipend
