Service Desk Team Lead – MSP Operations & Mentorship

Bowman Williams; Huntington Beach (CA); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) match

Flexible PTO

Phone reimbursement

Career advancement

Job summary

Bowman Williams in Huntington Beach, CA seeks a Service Desk Team Lead to supervise a nine-person Level 1/2 team, optimize operations, mentor engineers, and support escalations. This leadership role emphasizes white-glove MSP service, balanced workloads, and continuous process improvement to boost client satisfaction.

Ideal candidates bring MSP leadership experience, strong communication, and the ability to drive service delivery improvements across the team.

Qualifications

• MSP experience required.
• Experience as a Service Desk Team Lead or similar leadership role.
• Strong leadership and mentoring abilities.
• Experience managing ticket queues and escalations.
• Knowledge of the Microsoft ecosystem.
• Ability to participate in escalations.
• Strong organizational and communication skills.
• Ability to balance productivity with service quality.

Responsibilities

• Lead a team of 9 Level 1 and Level 2 technicians.
• Manage daily Service Desk operations, workload distribution, and resource allocation.
• Monitor ticket queues and ensure client issues are handled efficiently and within established service standards.
• Enforce and improve Service Desk procedures, workflows, and documentation.
• Mentor and develop junior and mid-level technicians.
• Serve as an escalation resource when additional technical assistance is required.
• Provide approximately 10–15% hands-on technical support for escalated issues.
• Identify operational bottlenecks and implement more efficient processes.
• Work closely with company leadership to improve service delivery and client satisfaction.
• Help maintain a collaborative, white-glove MSP service environment.

Skills

MSP experience

Service Desk Lead

Leadership

Ticket queue management

Microsoft ecosystem

Communication skills

Process improvement

Job description

Bowman Williams in Huntington Beach, CA seeks a Service Desk Team Lead to supervise a nine-person Level 1/2 team, optimize operations, mentor engineers, and support escalations. This leadership role emphasizes white-glove MSP service, balanced workloads, and continuous process improvement to boost client satisfaction.

Ideal candidates bring MSP leadership experience, strong communication, and the ability to drive service delivery improvements across the team.