{"id":2470147,"url":"https://alion.io/job/lanspeed-service-manager-lanspeed","title":"Service Manager - Lanspeed","company":{"id":4419757,"name":"Lanspeed","domain":"lanspeed.com","url":"https://alion.io/company/lanspeed","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Los Angeles, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":120000,"max":null,"currency":"USD","period":"year","gross":null,"usd_annual":120000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentic Workflows","optional":false},{"name":"AI Agents","optional":false},{"name":"RAG","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-13T19:37:05Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-15T04:45:35Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Description\nThe 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.\nThis 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.\nThis 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.\nWhat We're Looking For\nA calm, accountable operator who can lead a wonderful, talented, and happy team to do great things.\nAn experienced MSP manager who understands service desk flow, client standards, technical escalation, PSA/RMM discipline, account management, and profitable service delivery.\nA clear communicator who can coach engineers, vCIOs/TAMs, Strategic Services, clients, and ownership through change.\nA numbers-driven manager who uses dashboards, CSAT, utilization, revenue, retention, profitability, and role scorecards to drive action.\nA 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.\nKey Responsibilities\nManage 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.\nCoach 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.\nDrive financial performance by improving efficiency, reducing utilization leakage, increasing service gross margin, protecting minimum monthly net income, and tying operational discipline to company profitability.\nOwn 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.\nOwn client onboarding from signed agreement through stable service delivery, ensuring standards, documentation, tools, communications, and expectations are implemented correctly.\nPartner with Demand/Sales and account owners so new work is qualified, profitable, deliverable, aligned with service capacity, and focused on client retention and expansion.\nLead 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.\nBuild an A-player service organization through scorecards, coaching cadence, development plans, training/certification progress, redundancy planning, documentation discipline, and appropriate performance accountability.\nMaintain management discipline around hiring input, onboarding, coaching, performance feedback, corrective action support, and compliance with California employment law.\nIdentify process, documentation, automation, tooling, training, AI, staffing, and client-standard improvements that improve service quality, employee effectiveness, client outcomes, and company profitability.\nKey Performance Indicators (KPIs) & Dashboard Ownership\nFinancial 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.\nService Delivery: Service desk health, SLA performance, first response/resolution, backlog, stale tickets, repeat issues, escalation quality, documentation quality, and client communication meet agreed targets.\nClient Experience & Retention: CSAT, retention, onboarding quality, QBR/roadmap discipline, client communication, standardization, and qualified improvement opportunities meet agreed targets.\nPeople Management: Employee satisfaction, coaching cadence, role scorecards, development plans, training progress, redundancy plans, accountability, team capacity, and topgrading are actively managed.\nStrategic 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.\nMIP 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.\n 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.\nQualifications\nRequired: MSP management experience, including service desk/managed services operations, client-facing escalation, team leadership, PSA/RMM discipline, and operating accountability.\nRequired: practical management experience that includes coaching, accountability, performance documentation, and working knowledge of California employment law.\nRequired: must live within a two-hour drive of Camarillo, California for periodic team and client visits.\nStrong 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.\nExperience managing service delivery dashboards, client satisfaction, employee satisfaction, onboarding, service standards, escalation patterns, account management quality, and team performance.\nAbility to lead change without chaos: communicate clearly, earn team trust, translate strategy into operating rhythms, and turn new tools and offerings into consistent execution.\nAI/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.\nTo 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.\nThis is a hybrid position. Must be within a 2 hour drive from Camarillo, CA\nBenefits:\nInsurance: company paid medical, dental, vision and life for employee. Dependent coverage is available\nPTO: Vacation, sick and holidays\nRetirement Benefits: SIMPLE IRA\nCompensation: OTE $120k (50% base / 50% performance)","description_format":"text","description_chars":7438,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-13T19:37:05Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":67,"reasons":["conf:0","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":{"stated_usd_annual":120000,"is_top_pay":true},"html_url":"https://alion.io/job/lanspeed-service-manager-lanspeed","json_url":"https://alion.io/job/lanspeed-service-manager-lanspeed.json","meta":{"generated_at":"2026-10-15T05:47:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8584,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4419757},"rest":"https://alion.io/mcp/rest/get_company?id=4419757"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flanspeed-service-manager-lanspeed"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flanspeed-service-manager-lanspeed"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flanspeed-service-manager-lanspeed"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lanspeed-service-manager-lanspeed\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flanspeed-service-manager-lanspeed"}]}