Service Manager

Service Manager

The Service Manager leads Lanspeed's Managed Services and Strategic Services teams and is accountable for service delivery, client experience, team performance, operational discipline, and profitable growth from the existing client base. This role owns the service operating system: service desk health, dashboards, CSAT, employee satisfaction, role scorecards, onboarding, Strategic Services execution, client retention, existing-client expansion, and Lanspeed's evolution from MSP to Managed Intelligence Provider (MIP) through SaberDome, Lanspeed's MIP platform, and related AI/MIP capabilities. This is a management role with day-to-day authority for leadership, coaching, accountability, staffing recommendations, process improvement, and performance management consistent with Lanspeed policy and California employment law requirements.

What We're Looking For

• 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.

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.

Key Performance Indicators (KPIs) & Dashboard Ownership

• 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.

Qualifications

• 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.

This is a hybrid position. Must be within a 2 hour drive from Camarillo, CA Benefits: Insurance: company paid medical, dental, vision and life for employee. Dependent coverage is available PTO: Vacation, sick and sabbatical Retirement Benefits: SIMPLE IRA