Customer Service Manager

1Above Technology; Los Angeles (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Career growth opportunities

In-office work in Los Angeles

Job summary

1Above Technology in Los Angeles is seeking an experienced Customer Service Manager to lead our in-office IT support operations. You will oversee the day-to-day performance of the helpdesk, ensure SLA compliance, and drive QA processes to maintain high technical standards for clients and internal teams.

You will manage ticket lifecycle, coach technicians, and report metrics to leadership, with a clear path to senior leadership as the company scales.

Qualifications

• 3+ years of experience in a support management role.
• ITIL Foundation certification or working knowledge of ITIL service management.
• Proven experience building or managing a QA program for a support team.
• Familiarity with PSA and ticketing platforms such as Zoho Desk, Zendesk, Jira.
• Demonstrated ability to manage SLAs, analyze performance data, and present findings to leadership clearly.
• Strong leadership and communication skills with accountability without micromanaging.
• Ability to stay calm and decisive under pressure during major incidents.
• Highly organized with strong documentation discipline.

Responsibilities

• Lead and develop a technicians team, set expectations, provide feedback, and conduct performance reviews.
• Create and manage team schedules to ensure coverage during business hours and on-call rotations.
• Onboard new technicians and train them to team standards before they handle tickets independently.
• Build a culture of accountability, continuous learning, and excellent client experiences.
• Escalate personnel issues to HR and leadership promptly.

Skills

Team leadership

Communication

Quality assurance

Performance analytics

Education

ITIL Foundation certification

Tools

Zoho Desk

Zendesk

Jira

Job description

We're looking for an experienced Customer Service Manager to lead our in-office IT support operations in Los Angeles. This is a hands-on leadership role responsible for managing the day-to‑day performance of the helpdesk team, ensuring service requests and incidents are resolved efficiently, and maintaining the high technical standards our clients and internal teams depend on.

Beyond managing tickets and team schedules, this role owns quality — you'll be the person building QA frameworks, reviewing ticket handling, coaching technicians, and holding the team accountable to SLAs and best practices.

You are running a team standup and reporting performance metrics to leadership.

This is a full-time, in-office position based out of our Los Angeles location.

The right candidate brings strong prior customer service management experience, lead a medium to large sized team, with some technical knowledge and a genuine commitment to delivering exceptional support.

What You'll Be DoingTeam Leadership & Management

• Managing, mentoring, and developing a team of technicians — setting clear expectations, providing regular feedback, and conducting performance review
• Building and maintaining team schedules to ensure adequate coverage during business hours and on-call rotations as needed
• Onboarding new technicians and ensuring they are trained to team standards before handling tickets independently
• Fostering a team culture built around accountability, continuous learning, and delivering excellent client and end‑user experiences
• Escalating personnel issues to HR and leadership as appropriate and in a timely manner.

Helpdesk Operations & Ticket Management

• Overseeing the full lifecycle of helpdesk tickets — from intake and triage through resolution and closure — ensuring SLAs are consistently met
• Monitoring the ticket queue in real time, redistributing workloads, and stepping in to resolve or expand high-priority issues as needed
• Ensuring all tickets are documented thoroughly with accurate troubleshooting steps, resolution notes, and time entries.
• Managing escalation paths for Tier 1, Tier 2, and Tier 3 issues and ensuring smooth handoffs between level

Quality Assurance & Performance Management

• Building and owning a QA program for the helpdesk — developing scorecards, reviewing tickets regularly, and identifying coaching opportunities
• Conducting regular ticket audits to assess accuracy of documentation, resolution quality, communication tone, and adherence to procedures
• Tracking and reporting on key performance metrics — ticket volume, resolution time, first-call resolution rate, CSAT scores, and SLA compliance
• Identifying recurring issues, knowledge gaps, and process breakdowns through QA data and translating findings into actionable improvements
• Presenting weekly and monthly helpdesk performance reports to leadership with clear insights and recommendations

Process Improvements

• Maintaining and enforcing standardized troubleshooting procedures, runbooks, and escalation protocols across the team
• Identifying inefficiencies in helpdesk workflows and implementing process improvements that reduce resolution times and improve accuracy

Client & Stakeholder Communication

• Serving as the escalation point of contact for clients or internal stakeholders with urgent, unresolved, or sensitive support issues
• Communicating proactively with clients during major incidents — providing timely updates, managing expectations, and ensuring satisfaction upon resolution
• Building strong relationships with internal department leads to understand their support needs and ensure the helpdesk is meeting them.
• Representing the helpdesk function in leadership meetings and contributing to broader operational planning discussion

What We're Looking For

• 3+ years of experience in a support management role — you must have led a team and owned outcomes, not just supervise
• ITIL Foundation certification or working knowledge of ITIL service management framework
• Proven experience building or managing a QA program for a support team — ticket audits, scorecards, coaching, and process documentation
• Familiarity with PSA and ticketing platforms such as Zoho Desk, ZenDesk, Jira etc
• Demonstrated ability to manage SLAs, analyze performance data, and present findings to leadership in a clear and actionable way
• Strong leadership and communication skills — you hold people accountable without micromanaging and coach in a way that actually stick
• Ability to remain calm and decisive under pressure during major incidents or high-ticket-volume periods
• Highly organized with strong attention to detail — documentation and process discipline are non-negotiable for you

Nice to Have

• Background in multi-client or enterprise support environment
• Experience hiring and building out a helpdesk team from the ground up

Compensation & What We Offer

• Background, QA ownership, and deep technical skills will come in at the higher en
• High-visibility leadership role with direct impact on service quality and team performance
• Collaborative environment at a growing company where strong operators are recognized and rewarded
• Clear path to Director of Support or VP of Service Delivery as the company scale

Location

This is a full-time, in-office position based out of our Los Angeles office. Candidates must be local or willing to relocate prior to their start date