We are a growing Managed Service Provider (MSP) with over 20 years of success supporting small and mid-sized businesses across Southern California. Our team is collaborative, people-focused, and passionate about delivering secure, reliable IT services. We’re currently hiring a Help Desk Manager to lead service operations, mentor our engineering team, and ensure our clients receive exceptional support.

This is a full-time position based in Norwalk, CA, with an on-site schedule during onboarding and a hybrid work-from-home model thereafter. You’ll join a close-knit, collaborative team that invests heavily in its people—not just through day-to-day support, but through structured growth paths, semi-annual performance reviews, and paid certification programs. We offer a wide range of benefits, including multiple healthcare plan options, 401(k) with company match, generous PTO, and regular culture-focused check-ins that ensure you’re supported personally and professionally. If you’re looking for a place where your voice matters, your work is recognized, and your career can evolve long-term, we’d love to connect.

Daily Responsibilities:

  • Oversee daily IT service delivery and ensure client SLAs are met
  • Manage ticket flow, escalations, and reporting via Autotask (or similar PSA)
  • Review service quality, billing accuracy, and recurring issue trends
  • Lead hiring, onboarding, and performance reviews for Tier 1 and 2 staff
  • Serve as a client escalation point and ensure strong relationships
  • Maintain client contracts and support internal process improvements
  • Monitor KPIs, manage MSP tools (RMM, PSA, EDR), and support vendor relationships

Required Experience:

  • At least 1 year of experience working for a MSP
  • Hands-on experience with Autotask or other PSA platforms
  • Strong grasp of SLAs, service workflows, and ITIL best practices
  • Proven leadership in managing and mentoring technical support teams
  • Excellent communication, troubleshooting, and documentation skills
  • Familiarity with contract/billing workflows and basic compliance standards
  • Ability to manage MSP tools and coordinate with external vendors

Benefits and Perks:

  • Health, dental, and vision coverage (multiple provider options)
  • Life insurance
  • 401(k) with 4% company match
  • Paid time off (PTO), paid sick days, and paid holidays
  • Mileage reimbursement
  • Certification reimbursement and ongoing career development
  • Hybrid work-from-home schedule after onboarding
  • Semi-annual performance reviews to support your growth
  • Frequent employee check-ins and “culture conversations”
  • Inclusive team culture with strong diversity, including 38% women in tech