Help Desk Manager - Managed Service Provider

Help Desk Manager
- Managed Service Provider Help Desk Manager
- Managed Service Provider

This range is provided by Bowman Williams. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$/yr - $/yr

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Senior Business Operations Manager & Cloud Recruiter at Bowman Williams

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.

Seniority level

• Seniority level
  
  Mid-Senior level

Employment type

• Employment type
  
  Full-time

Job function

• Job function
  
  Information Technology
• Industries IT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

401(k)

Vision insurance

Paid maternity leave

Paid paternity leave

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