Service Desk Manager - Managed IT Services Lan Wan Enterprise Irvine, CA Job Details Full-time $30 - $35 an hour 13 hours ago Benefits Paid holidays Health insurance Dental insurance Paid time off 401(k) 4% Match Vision insurance 401(k) matching Paid sick time Qualifications Non-technical user support Managing technical support teams Customer communication Managing teams in a customer support role Team leadership Disaster recovery English Windows Incident Escalation Technology security practices Team development Driver's License Supervising experience Technology management Customer support ticket management Leading team collaboration initiatives AI-driven automation Associate's degree Escalation handling CompTIA A+ Active Directory management Full Job Description Service Desk Manager —

Managed IT Services Pay:

$30.00-$35.00 per hour

Job Type:

Full-time, hourly

Location:

17500 Red Hill Ave, Irvine, CA 92614. Work is performed at our Irvine office and occasionally at client sites within a 50-mile radius. About LAN WAN Enterprise, IT Solutions LAN WAN Enterprise is a leading Orange County managed IT services provider. We support the technology behind dozens of local businesses, and we are growing. We are seeking a hands-on Service Desk Manager to lead daily managed-services delivery, keep the support queue moving efficiently, and ensure clients receive clear, reliable service. This role combines team leadership, technical judgment, client communication, and service-process improvement. What You'll Do Lead daily service desk operations, including ticket triage, prioritization, dispatch, escalations, and SLA performance across multiple client accounts. Ensure technicians have clear priorities, accurate documentation, and the support needed to resolve issues efficiently. Coach, support, and hold accountable service desk technicians working across Microsoft 365, Windows Server, networking, endpoint management, backup, and security environments. Serve as a key point of contact for client service concerns, escalation calls, status updates, and regular service check-ins. Administer and continuously improve ConnectWise PSA workflows, including ticket hygiene, SLA reporting, time-entry compliance, dashboards, documentation standards, and reporting. Track team KPIs, ticket trends, response and resolution times, client satisfaction, and recurring technical issues; report findings and improvement opportunities to leadership. Identify bottlenecks and improve service delivery through better processes, automation, and approved AI tools for documentation, ticket summaries, communication, and reporting. Maintain and enforce documentation, security, and operational best practices across the service desk. Coordinate with accounting on managed-services billing questions, discrepancies, and approval workflows. Coordinate with procurement and vendors on client hardware, software, licensing, quotes, and purchases as needed. Support technician hiring, onboarding, training, and ongoing professional development. Participate in occasional after-hours escalation support when necessary. What We're Looking For At least 3 years of experience in an IT support or Managed Service Provider environment. At least 2 years of proven experience leading and supervising IT technicians, including responsibility for dispatching work, managing escalations, coaching performance, and holding team members accountable. Strong understanding of the MSP service-delivery model, including ticket queues, SLAs, client communication, escalation management, documentation, and recurring service reviews. Experience using ConnectWise Manage or a comparable PSA platform. Experience with RMM tools such as ConnectWise Automate, ScreenConnect, Datto RMM, NinjaOne, or Kaseya is preferred. Working knowledge of Microsoft 365, Entra ID, Windows Server, Active Directory, endpoint management, backup and disaster recovery, networking, firewalls, and security fundamentals. Strong written and verbal communication skills, including the ability to explain technical issues clearly to nontechnical clients. A process-minded, accountable leader who can manage competing priorities calmly and keep the team on track. Experience with client billing, invoicing, procurement, vendor management, and quoting is a plus. Comfortable using approved AI tools, such as Microsoft Copilot or ChatGPT, to improve workflow efficiency while following company and client data-security policies. Relevant certifications are a plus, including CompTIA A+, Network+, Security+, Microsoft, Cisco, or ITIL certifications. Associate degree or equivalent relevant work experience preferred. Valid California driver's license, reliable vehicle, clean driving record, and ability to travel to client sites within 50 miles of Irvine. Mileage is reimbursed. Ability to pass a nationwide background check, consistent with applicable law. Schedule Monday-Friday, day shift Eight-hour shifts In person at our Irvine office, with occasional travel to client sites Occasional evening or weekend availability may be needed for client escalations or scheduled maintenance Benefits Health, dental, and vision insurance 401(k) with 4% company match Paid time off Paid sick time Paid federal holidays Certification support and professional growth opportunities Application Questions Have you worked as a Service Desk Manager, Service Delivery Manager, IT Support Manager, or in a comparable IT leadership role for a Managed Service Provider? If yes, please briefly describe your responsibilities and the size of the team you managed. Describe your experience leading, supervising, dispatching, or managing IT technicians. Which PSA and RMM platforms have you used? What AI tools have you used in a professional setting, and how did you use them to improve your work? Are you willing to undergo a background check, consistent with applicable law? LAN WAN Enterprise is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.

Pay:

$30.00 - $35.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) matching Health insurance Paid time off

Experience:

Managed Service Provider:

3 years (Required)

Managerial:

2 years (Required)

Language:

English (Required) Ability to

Commute:

Irvine, CA 92614 (Required)

Work Location:

In person