Help Desk Manager - Managed Service Provider

Bowman Williams; Whittier (CA); Hybrid; USD 115,000 - 125,000; Full time

Benefits offered by this job

Health insurance

401(k) with 4% company match

Generous PTO

Paid holidays

Paid maternity leave

Paid paternity leave

Mileage reimbursement

Certification reimbursement

Job summary

A leading managed service provider in Whittier, CA is seeking a Help Desk Manager to oversee service operations and lead a technical support team. The role requires strong leadership and communication skills, with a focus on improving service quality. The company offers competitive compensation, full benefits, and a collaborative culture that values professional growth.

Qualifications

• 1+ year of experience working for an MSP or IT services company.
• Strong knowledge of SLAs, help desk workflows, and ITIL best practices.

Responsibilities

• Manage daily help desk operations, ticket flow, and escalations.
• Lead, mentor, and review performance for Tier 1 and 2 technical staff.

Skills

Leadership

Communication

Troubleshooting

Tools

Autotask

PSA tools

Job description

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

$115,000.00/yr - $125,000.00/yr

Direct message the job poster from Bowman Williams

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

Referrals increase your chances of interviewing at Bowman Williams by 2x

Inferred from the description for this job

Medical insurance

401(k)

Vision insurance

Paid maternity leave

Paid paternity leave

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