Service Manager

SPN Networks•Santa Fe Springs, CA

1d•Onsite

About The Position

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. 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.

Requirements

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.

Nice To Haves

Familiarity with ITIL service management practices.

Responsibilities

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.

Benefits

Career advancement opportunities
Competitive compensation
Enjoyable working environment
Health and dental insurance after 90 days
10 PTO days and 5 sick days annually
Paid holidays
401(k) retirement plan with a 100% employer match of employee contributions, up to 4% of total compensation, after one year of employment.

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