Service Manager

• A calm, accountable operator who can lead a wonderful, talented, and happy team to do great things.
• An experienced MSP manager who understands service desk flow, client standards, technical escalation, PSA/RMM discipline, account management, and profitable service delivery.
• A clear communicator who can coach engineers, vCIOs/TAMs, Strategic Services, clients, and ownership through change.
• A numbers-driven manager who uses dashboards, CSAT, utilization, revenue, retention, profitability, and role scorecards to drive action.
• A builder who can help Lanspeed evolve from MSP to MIP by operationalizing AI, optimizing tool-stack improvements, implementing agentic workflows, and integrating new client offerings.

• Manage the Service Desk / Managed Services team, including ticket health, SLA performance, CSAT, employee satisfaction, training, coaching, accountability, role clarity, and ongoing talent development, role fit, and appropriate performance accountability.
• Coach and manage the Strategic Services team, including vCIOs/TAMs, on profitable and mutually beneficial account management, client roadmaps, QBR quality, retention risks, qualified opportunities, project identification and handoffs, and client business outcomes.
• Drive financial performance by improving efficiency, reducing utilization leakage, increasing service gross margin, protecting minimum monthly net income, and tying operational discipline to company profitability.
• Own trusted daily, weekly, and monthly dashboards and operating rhythms covering queue health, SLA risk, utilization, time entry, project exceptions, client risk, financial performance, AI/R&D progress, and corrective actions. Maintain data integrity so dashboards are trusted, current, and actionable.
• Own client onboarding from signed agreement through stable service delivery, ensuring standards, documentation, tools, communications, and expectations are implemented correctly.
• Partner with Demand/Sales and account owners so new work is qualified, profitable, deliverable, aligned with service capacity, and focused on client retention and expansion.
• Lead Lanspeed's change from MSP to MIP, including tool-stack and offering evolution, responsible AI workflows, RAG/wiki knowledge systems, automation, agent utilization, and measurable service/productivity improvement.
• Build an A-player service organization through scorecards, coaching cadence, development plans, training/certification progress, redundancy planning, documentation discipline, and appropriate performance accountability.
• Maintain management discipline around hiring input, onboarding, coaching, performance feedback, corrective action support, and compliance with California employment law.
• Identify process, documentation, automation, tooling, training, AI, staffing, and client-standard improvements that improve service quality, employee effectiveness, client outcomes, and company profitability.

• Financial Performance: Minimum monthly net income/cash-flow expectations, service gross margin, project margin, utilization, time-entry integrity, invoice accuracy, revenue/client efficiency, and profitability trends are visible and managed.
• Service Delivery: Service desk health, SLA performance, first response/resolution, backlog, stale tickets, repeat issues, escalation quality, documentation quality, and client communication meet agreed targets.
• Client Experience & Retention: CSAT, retention, onboarding quality, QBR/roadmap discipline, client communication, standardization, and qualified improvement opportunities meet agreed targets.
• People Management: Employee satisfaction, coaching cadence, role scorecards, development plans, training progress, redundancy plans, accountability, team capacity, and topgrading are actively managed.
• Strategic Services & Growth: Recurring and one-time revenue growth from existing clients is tracked. New-logo hunting is not the primary responsibility; however, the Service Manager ensures Lanspeed has a strong, well-delivered service offering for the sales team to sell.
• MIP Execution: SaberDome/MIP offerings, approved AI-enabled workflows, automation, RAG/wiki knowledge systems, and tool-stack changes move from concept to operational use with clear owners, adoption metrics, governance, and client value.
• Performance Compensation: Total target compensation is expected to be approximately balanced between 50% base salary and 50% performance compensation. Performance targets are intended to be achievable through strong execution with Lanspeed's existing client base and revenue foundation; new-logo growth may create upside but is not required for target achievement.

• Required: MSP management experience, including service desk/managed services operations, client-facing escalation, team leadership, PSA/RMM discipline, and operating accountability.
• Required: practical management experience that includes coaching, accountability, performance documentation, and working knowledge of California employment law.
• Required: must live within a two-hour drive of Camarillo, California for periodic team and client visits.
• Strong understanding of MSP financial drivers, including utilization, gross margin, EBITDA, net income, revenue retention, recurring revenue, project revenue, and the link between operational discipline and profitability.
• Experience managing service delivery dashboards, client satisfaction, employee satisfaction, onboarding, service standards, escalation patterns, account management quality, and team performance.
• Ability to lead change without chaos: communicate clearly, earn team trust, translate strategy into operating rhythms, and turn new tools and offerings into consistent execution.
• AI/MIP readiness and integration: practical experience and judgment around generative AI, automation, modern AI tools and models, agentic tools, secure AI use, SaberDome, and the future of MSP/MIP service delivery.
• To be fully mature in this role, the Service Manager must deliver excellent service performance, profitable operations, strong team accountability, client retention, existing-client revenue growth, and measurable progress toward Lanspeed's MIP transition.

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