Service Manager

Do you thrive on leading teams and driving results?
SPN Networks is seeking a Service Manager (Help Desk Manager) to bring structure, motivation, and leadership to our support operations. This is an exciting opportunity for someone ready to step out of day-to-day ticket work and into a true leadership role at a high-performing, people-focused MSP.

Who We Are
SPN Networks is a client-focused Managed Services Provider based in Southeast Los Angeles. For more than 24 years, we've supported small to mid-sized businesses with reliable IT solutions, built strong client relationships, and fostered a close-knit team culture where employees can thrive and succeed.

Primary areas of responsibility: 

• Lead and mentor a team of Tier 1–3 support technicians.
• Improve documentation, workflows, and help desk operations (Autotask experience preferred).
• Handle escalations and ensure timely, high-quality service delivery.
• Oversee SLAs, monitor KPIs, and coach team members for performance.
• Coordinate client service onboarding and offboarding.
• Address billing issues and collaborate with internal accounting.
• Refine internal processes and drive team accountability.

Qualified applicants should have: 

• 3+ years of experience in a Managed Services Provider (MSP) environment.
• Proven leadership experience in a technical support setting.
• Strong knowledge of PSA and RMM platforms, Microsoft 365, and networking fundamentals.
• Comfortable with process management and enforcing SLAs.
• Strong communication skills and a client-first mindset.
• Bonus: Familiarity with ITIL service management practices.

SPN Networks offers career advancement opportunities, competitive compensation, and an enjoyable working environment, along with a comprehensive benefits package. Employees are eligible to enroll in health and dental insurance after 90 days, and begin accruing paid time off after a 90-day probation period, which includes 10 PTO days and 5 sick days annually, plus paid holidays. SPN Networks also offers a 401(k) retirement plan with a 100% employer match of employee contributions, up to 4% of total compensation. Enrollment and matching eligibility are available after one year of employment.

This position is based out of our office in Santa Fe Springs, CA, and is not a remote position. This is a full-time position. This position is subject to a 90-day probationary period.

Applicants are subject to a background check.

Join Us

If you're ready to take the next step in your career and lead a talented support team in a collaborative, growth-focused environment, we'd love to hear from you! Apply today and grow with SPN Networks!