IT Service Desk Manager (MSP)

IT Service Desk Manager (MSP) Overview:

We are a Managed Services Provider located in Woodland Hills, CA, that was been in business for over 30 years. We have a large client base and an average employee tenure at our shop of over 5 years! We pride ourselves on providing high quality IT services while fostering a fun, driven, collaborative work environment that favors friendly and outgoing personalities. We offer health insurance partial WFH (3 days at home per week), profit sharing, performance bonuses, IRA/401(k) with company match, paid training, certification reimbursement, and growth opportunities into higher level management roles.

Due to continued growth, we are seeking an IT Service Desk Manager (MSP) with a background working in the MSP industry. As the IT Service Desk Manager (MSP) you will serve as a technical point of escalation (as needed), be responsible for providing high-level technical assistance and supervision to the team, and ensure service and support are provided to clients in accordance with their Service Level Agreements (SLAs). The IT Service Desk Manager (MSP) will oversee a team of 10 ranging from L1 – L3 who are utilizing the ConnectWise suite.

At this time we are only considering IT Service Desk Manager (MSP) applicants with previous experience working for a Managed Services Provider.

IT Service Desk Manager (MSP) Responsibilities:

Drive the highest levels of performance from each team member through coaching, training, mentoring, and attainment of performance metrics
Manage the Help Desk team, NOC Supervisor, NOC team, and Dispatchers’ daily activities
Develop Agendas and lead weekly recurring Meetings, Roundtables, and Ad-Hoc meetings as necessary to disseminate pertinent technical and client information to the department
Assist in hiring and staffing decisions within the Service Desk department
Create and run onboarding plans for new hires focusing on our approach, standards, and client base
Develop and implement targeted training development programs for all team members
Conduct monthly performance meetings, mentoring sessions, and individual performance evaluations for the team
Host daily team huddles to review, reprioritize, and reassign service requests
Participate in weekly service/project meetings
Ensure the team responds to after-hours calls and emergencies meeting FPA standards
Review and approve the team’s time entries in CW Manage daily and weekly

IT Service Desk Manager (MSP) Benefits:

Health Insurance
Hybrid WFH (3 days home, 2 days in office)
IRA/401(k) with company match
Profit Sharing
Performance Bonuses
Paid Training & Certification Reimbursement
PTO + Paid Holidays

Location

Woodland Hills, CA

Salary

$100,000 - $110,000

About the Company

Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America’s top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry.

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