Service Manager

Key Responsibilities

• 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.

Qualifications

• MSP management experience, including service desk/managed services operations, client-facing escalation, team leadership, PSA/RMM discipline, and operating accountability.
• Practical management experience that includes coaching, accountability, performance documentation, and working knowledge of California employment law.
• 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.
• 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.