$90,000-$120,000
Remote · Full-time
Posted Sep 4, 2026 by MSP Jobs
Crown Computers is a ~15-person San Diego MSP - ConnectWise shop, growing CMMC / NIST 800-171 practice, fully virtual team. We're hiring our first dedicated Service Manager . The honest version of this job. Our service desk has good engineers and nobody owning the queue. Tickets get worked ; they don't get managed . We already know what the numbers should be - this seat carries ten live measurables - and we need someone who can take those numbers and actually move them. You'd be defining the seat, not inheriting it. What you'd own Response, Resolution Plan and Resolution SLA attainment - target 95%+ each Ticket aging: average age under 7 days, zero stale tickets, fewer than 10 past 7 days Help desk volume and kill rate Escalation flow across L1/L2/L3, onsites, and microprojects under 8 hours MRR credits issued - target $0 What we need You've run a service desk at an MSP - many clients, not one internal environment You've personally owned a service board in a mature PSA. ConnectWise Manage strongly preferred ; Autotask, HaloPSA, Syncro and similar count You can name the metrics you owned, where they started, and where you took them You're effective with minimal hand-holding. We'll be straight with you: we don't currently have someone who can train you into this seat. That's exactly why we're hiring it What we're not looking for. The person who closes the most tickets. That's a great engineer and a failed service manager. Nice to have. CMMC / NIST 800-171 exposure. San Diego local. Neither is required. Details. Full time. $90,000-$120,000 total compensation - base plus incentive, and the top of that range is real for the right person. San Diego preferred; remote anywhere in the US works if you're on West Coast hours. US work authorization required, no sponsorship. To apply: email your resume to [email protected] Happy to answer questions in the thread - please don't DM, it gets lost.
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