Help Desk Manager – Managed Service Provider (MSP)
Location: Whittier, CA (Onsite to start, then hybrid WFH)
Employment Type: Full-Time
Salary: Up to $125k + Full Benefits
We’re a growing MSP with over 20 years of success delivering secure, reliable IT services to small and mid-sized businesses across Southern California. Our team is people-focused, collaborative, and committed to doing right by our clients—and each other.
We’re hiring a Help Desk Manager to lead day-to-day service operations, coach and develop our support team, and ensure our clients receive fast, consistent, and high-quality technical support.
What You'll Do:
- Manage daily help desk operations, ticket flow, and escalations (Autotask experience a plus)
- Lead, mentor, and review performance for Tier 1 and 2 technical staff
- Analyze recurring issues, improve processes, and ensure SLAs are consistently met
- Act as a client-facing escalation point, maintaining strong, service-oriented relationships
- Oversee service tools (RMM, PSA, EDR), reporting, and vendor coordination
- Support continuous improvement through documentation, contract reviews, and team development
What You Bring:
- 1+ year of experience working for an MSP or IT services company
- Strong knowledge of SLAs, help desk workflows, and ITIL best practices
- Hands-on experience with Autotask or similar PSA tools
- Proven leadership and coaching skills within technical teams
- Strong communication, troubleshooting, and documentation abilities
- Experience managing MSP toolsets and working with vendors
What We Offer:
- Competitive compensation with full benefits
- Health, dental, and vision plans (multiple options)
- 401(k) with 4% company match
- Generous PTO, paid holidays, and sick time
- Mileage and certification reimbursement
- Semi-annual performance reviews and growth planning
- Hybrid work flexibility after onboarding
- A values-driven, inclusive culture (38% of our tech team is women)
If you're looking to step into a leadership role with an established MSP that prioritizes people, performance, and professional growth, we’d love to connect.