Support Engineer L3 – MSP Escalations

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

A growing, highly profitable cloud-focused Managed Service Provider is seeking a Service Desk Team Lead to oversee a team of nine Level 1 and Level 2 technicians.

This is an operations-focused leadership position for someone who enjoys directing technical teams, improving procedures, balancing workloads, mentoring engineers, and keeping service delivery running efficiently. The position is approximately 85–90% leadership/operations and 10–15% hands-on escalation support.

The company maintains a white-glove service model and intentionally keeps technician utilization around 60–70% to promote service quality and employee work-life balance. The organization recently achieved SOC 2 compliance, has approximately 17 employees, and offers multiple career paths for continued growth.

Responsibilities

• Lead and oversee 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.

Qualifications

• Must have Managed Service Provider (MSP) experience.
• Experience as a Service Desk Team Lead, Help Desk Team Lead, Help Desk Manager, or similar technical leadership role.
• Strong leadership aptitude and ability to direct and mentor technical staff.
• Experience managing ticket queues, technician workloads, escalations, and Service Desk procedures.
• Working technical knowledge of the Microsoft ecosystem.
• Ability to step into technical escalations when necessary.
• Strong organizational and process-improvement skills.
• Excellent client-facing and internal communication skills.
• Ability to balance team productivity with service quality and employee development.
• Compensation: Up to $100,000 base
• Health, dental, and vision insurance
• 401(k) with company match
• Flexible PTO
• Cell phone and other applicable reimbursements
• Multiple career advancement tracks
• Collaborative, employee-focused MSP culture
• Technician utilization intentionally maintained around 60–70%
• Modern open-office environment overlooking the Pacific Ocean
• Career path into additional leadership responsibilities