MSP Service Desk Supervisor - On-Site in Huntington Beach

CAL IT Group is a growing full-service Managed Services Provider (MSP) currently seeking a Service Desk Supervisor.
The Service Desk Supervisor is responsible for the day-to-day leadership, development, mentoring, and quality control of the Service Desk team. This role ensures that tickets and calls are handled efficiently, SLAs are consistently met, and clients receive a quality, professional support experience. This position is located in our Huntington Beach Corporate office.

Responsibilities

• Lead, develop, and mentor the Service Desk team, communicating and enforcing new procedures, policies, and goals
• Delegate tasks and drive achievement of daily, weekly, and monthly goals
• Monitor call and ticket queues in real time, assisting with daily goals and conducting quality control reviews to reduce errors and improve procedures
• Ensure the Service Desk team's 100% compliance with company processes, policies, and procedures
• Ensure ticket SLA metrics are met, including a 100% first-response target of under 15 minutes
• Ensure real-time alerts are actioned immediately
• Manage the Service Desk calendar: time off, customer/vendor appointments, on-call schedule, and technical to-do items
• Manage customer checklists and forms
• Oversee all new PC/workstation setups, ensuring checklists are followed and installation is seamless
• Establish, recommend, and implement policies to ensure quality, timely, and efficient delivery of customer-facing services
• Create, maintain, and improve checklists/templates and documentation
• Audit customer accounts to ensure accuracy of information, and handle escalated issues from customers
• Motivate staff and foster an environment where they feel comfortable asking questions and voicing concerns
• Participate in the on-call rotation

Requirements:

• 3-5 years of experience in a service desk or technical support role, including prior lead or supervisory experience
• Bachelor's degree or college diploma in a relevant field preferred
• MSP (managed services provider) experience strongly preferred
• CompTIA Network+ (or similar) certification or equivalent experience
• Excellent communication skills with a strong customer focus
• Excellent technical, diagnostic, and troubleshooting skills
• Demonstrated leadership and interpersonal skills, including mentoring, coaching, and the ability to interact with colleagues and clients at all levels
• Dynamic, energetic, motivated, and positive outlook
• Skilled in a computerized work environment, utilizing Microsoft Office, specifically Word and Excel
• Ability to work with minimal supervision; a team player with good interpersonal skills
• Good understanding of networking, including switches, routers, servers, cables, racks, firewalls, LAN, WAN, TCP/IP, DNS, latency, VoIP, and QoS
• Experience with PSA/RMM and documentation platforms (e.g., Autotask, IT Glue, NinjaOne) a plus
• Possess a valid and clear driver's license and have access to a good working car and/or other reliable transportation as required

Compensation/Benefits:

• Ten paid holidays per year
• Paid time off
• Paid Sick time

-401(k) with matching

• Health insurance
• Dental insurance
• Vision insurance
• Volunteer time off
• Casual work environment
• Cell phone reimbursement
• Professional development assistance
• Referral program