Join Our Team

About the Role

We are a growing Managed Service Provider (MSP) delivering hardware, software, low voltage installations, and comprehensive IT support to businesses across multiple industries. At 1Above Technology, we’re building the strategic technology partner that growing businesses rely on — delivering custom-tailored IT and support that keep their operations running so they can focus on what they do best. Our client base spans healthcare, apartment communities, restaurants, law offices, and schools.

We are seeking a Service Delivery Coordinator to be based out of our Los Angeles, California office, supporting operations across our Texas and California offices, and reporting to the Director of Project Management. This role is split evenly between two core functions: managing service calls and supporting special projects on the delivery side, and working cross-departmentally to keep teams aligned, communication flowing, ensuring nothing falls through the cracks. This is a role for someone who is organized, proactive, and comfortable operating in a fast-moving environment where priorities shift and clear communication is everything.

What Success Looks Like in the First Year

• Service calls are managed end-to-end with confidence — scope is clear, technicians are prepared, clients are kept informed, and closure is documented without prompting
• Cross-departmental communication is noticeably smoother — teams know they can count on you to surface the right information to the right people at the right time
• Project documentation in Zoho Desk, Google Workspace, Slack, and Notion is consistently accurate and up to date — nothing is missing, outdated, or hard to find
• You’ve built strong working relationships across Hardware, Helpdesk, Field Operations, Project Management, and Customer Success teams and those teams see you as a reliable operational partner

Key Responsibilities

Service Call & Project Coordination

• Manage service calls from initiation through completion — including scoping, scheduling, technician coordination, client communication, and closure documentation
• Create, maintain, and resolve tickets in Zoho Desk accurately and on time, ensuring all project activity is properly logged and visible to the team
• Draft and send client communications related to service call scheduling, project start dates, status updates, and completion confirmations
• Compile materials lists, assist with equipment ordering (e.g., Amazon and other vendors), and track deliveries to ensure projects are ready to execute on time
• Monitor on-site progress for active service calls and projects, following up with technicians to ensure all completion steps are fulfilled before a job is closed
• Support special projects under the direction of the Director of Project Management, contributing to scoping, scheduling, documentation, and coordination tasks as needed
• Draft and submit project closure reports upon completion, including lessons learned and any follow-up items
• Audit project documentation in Zoho Desk, Google Workspace, Slack and Notion regularly to maintain accuracy and completeness across all active work

Cross-Departmental Communication & Alignment

• Serve as a coordination touchpoint between Project Management, Hardware, Field Operations, HelpDesk and Customer Success — ensuring teams are informed, aligned, and unblocked
• Post consistent project and task updates in Slack, keeping stakeholders across departments informed on planning, procurement, scheduling, and execution status
• Surface risks, blockers, and scheduling conflicts to the Director of Project Management proactively, before they impact delivery or client commitments
• Facilitate team check-ins and cross-functional meetings as needed, ensuring the right people are in the room and action items are captured and followed through
• Maintain daily communication with the Director of Project Management and relevant team leads via Slack and in person, providing clear and concise updates on active work
• Support onboarding coordination for new clients by helping ensure the right teams have the information they need ahead of project kickoff

Tools & Documentation

• Maintain proficiency in 1Above Technology’s core operational platforms including Zoho Desk, Syncro, Slack, Google Workspace, and Notion
• Ensure all service calls, projects, and client interactions are documented accurately and consistently across systems
• Contribute to the development and upkeep of templates, checklists, and SOPs that support repeatable, efficient service delivery

Qualifications

Required

• 2–3 years of experience in a coordination, project support, operations, or service delivery role — preferably within an MSP, IT services, or technology environment
• Demonstrated ability to manage multiple tasks and priorities simultaneously without losing attention to detail
• Strong written and oral communication skills, with comfort reaching out proactively to team members, management, and clients
• Proficiency with Slack and Google Workspace
• Organized, self-directed, and able to operate independently while keeping the right people informed
• Comfortable working in a fast-paced environment where priorities shift and clear documentation is essential

Preferred

• Experience with ticketing or project management platforms; familiarity with Zoho Desk, Syncro, or similar tools a plus
• Experience supporting service calls, field coordination, or IT project delivery in a managed services environment
• Familiarity with procurement and equipment tracking processes (ordering, delivery management, inventory)
• Exposure to client verticals including healthcare, multifamily residential, foodservice, legal, or education
• Associate’s or Bachelor’s degree in Business, Communications, Information Technology, or a related field, or equivalent work experience

What We Offer

• Group rate medical, dental, and vision coverage
• 401(k) with company match after 1 year of employment
• Paid time off
• Professional development support including certifications and training

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

About the Role

We are a growing Managed Service Provider (MSP) delivering hardware, software, low voltage installations, and comprehensive IT support to businesses across multiple industries. At 1Above Technology, we’re building the strategic technology partner that growing businesses rely on — delivering custom-tailored IT and support that keep their operations running so they can focus on what they do best. Our client base spans healthcare, apartment communities, restaurants, law offices, and schools.

As cyber threats grow in frequency and sophistication, security has become one of the most critical services we provide to our clients. We are seeking a Security Engineer to join our two-person Security team, reporting to the Security Manager. This role is primarily focused on protecting client environments — monitoring for threats, anticipating vulnerabilities before they are exploited, and responding swiftly and effectively when incidents occur. Maintaining the security of our own internal systems is equally important, as any gap there directly impacts the clients who depend on us.

This is a monitoring-intensive role for a technically sharp, detail-oriented professional who takes security personally and understands the stakes, particularly in industries like healthcare, where the consequences of a breach extend well beyond data loss.

What Success Looks Like in the First Year

• Client environments are being proactively monitored with no critical threats going undetected; you’ve established a reliable rhythm of threat scanning, alerting, and reporting across the portfolio
• When incidents occur, response is fast and structured — clients and internal stakeholders are informed promptly, containment happens quickly, and root cause analysis follows every event
• Internal systems are hardened and audited — known vulnerabilities have been identified, prioritized, and addressed in partnership with the Security Manager
• You’ve built enough familiarity with our client environments that you can anticipate risk patterns by vertical — particularly across healthcare, legal, and other sensitive sectors

Key Responsibilities

Client Environment Security

• Monitor client networks, endpoints, and systems for threats, anomalies, and indicators of compromise using SIEM, EDR, and other security tooling
• Proactively assess client environments for vulnerabilities through regular scanning, risk assessments, and security audits — identifying exposure before it becomes an incident
• Develop and maintain a clear understanding of each client’s security posture, infrastructure, and risk profile to enable faster, more accurate threat detection
• Deliver regular security reports and findings to the Security Manager, with clear prioritization of risks and recommended remediation steps
• Support clients across regulated industries — particularly healthcare — in maintaining security practices aligned with applicable compliance frameworks

Incident Response & Breach Management

• Serve as a primary technical responder when security incidents occur — executing containment, eradication, and recovery steps in a timely and methodical manner
• Maintain and follow documented incident response playbooks, ensuring every event is handled consistently and completely
• Communicate clearly with the Security Manager and relevant internal teams during active incidents, providing accurate status updates and escalating appropriately
• Conduct post-incident analysis to identify root cause, document findings, and recommend controls to prevent recurrence
• Maintain detailed incident logs and contribute to ongoing improvement of the team’s response capabilities

Threat Intelligence & Anticipation

• Stay current on emerging threats, vulnerabilities, attack vectors, and adversary tactics — translating threat intelligence into proactive protective action for client environments
• Identify patterns across client environments that may indicate coordinated or emerging risk, and surface those findings to the Security Manager
• Recommend and help implement security controls, configurations, and tooling improvements that reduce attack surface across the client portfolio
• Participate in the evaluation of new security tools and technologies as the team’s capabilities evolve

Internal Systems Security

• Monitor and maintain the security of 1Above Technology’s own internal infrastructure, recognizing that our internal posture directly affects the clients we serve
• Identify and remediate vulnerabilities in internal systems, networks, and endpoints in coordination with the Security Manager
• Support the enforcement of internal security policies, access controls, and data handling standards
• Contribute to security awareness within the broader 1Above Technology team, helping colleagues recognize and respond to threats such as phishing and social engineering

Cross-Team Collaboration

• Partner with Helpdesk to establish clear escalation paths for security-related tickets, ensuring suspicious activity reported by clients or flagged internally reaches Security promptly and is triaged appropriately
• Coordinate with Project Management during new client onboarding and infrastructure deployments to ensure security requirements are scoped, communicated, and addressed from the start
• Support Customer Success in communicating security-related matters to clients, helping the Customer Success team understand the nature and severity of incidents well enough to maintain client trust and set accurate expectations during and after an event
• Engage with Professional Services during client onboarding to conduct or contribute to baseline security assessments, ensuring new client environments are evaluated and documented before full service delivery begins
• Collaborate with the Service Delivery team to ensure cohesion in security considerations, ensuring they are embedded in how work is routed, escalated, and completed

Documentation & Compliance Support

• Maintain accurate, up-to-date documentation of client security configurations, incident history, and remediation actions
• Support clients in healthcare and other regulated industries with security documentation relevant to their compliance obligations (e.g., HIPAA Security Rule requirements)
• Contribute to internal security policies, standards, and procedures in partnership with the Security Manager
• Regularly review and update internal and client security policies as needed to reflect changes in the threat landscape, client environments, or compliance requirements

Qualifications

Required

• 3+ years of experience in a security engineering, SOC analyst, or similar hands-on cybersecurity role
• Proficiency with SIEM platforms, EDR tools, vulnerability scanners, and network monitoring technologies
• Demonstrated experience identifying, investigating, and responding to security incidents in a structured, documented manner
• Solid understanding of networking fundamentals (TCP/IP, DNS, firewalls, VPNs) and how they relate to threat detection and defense
• Strong analytical skills with the ability to assess risk, prioritize findings, and communicate clearly to both technical and non-technical audiences
• Ability to work independently and manage multiple client environments simultaneously without sacrificing thoroughness
• Comfortable operating in a fast-moving MSP environment where client needs and threat landscapes shift quickly

Preferred

• Experience working in an MSP or multi-client security environment, managing security across diverse industries and infrastructure types
• Familiarity with HIPAA Security Rule requirements and the practical security considerations of healthcare IT environments
• Experience with compliance frameworks such as NIST CSF, CIS Controls, SOC 2, or ISO 27001
• Relevant certifications such as CompTIA Security+, CySA+, CEH, GCIH, or equivalent
• Exposure to cloud security (Microsoft Azure, AWS, or Google Cloud) and securing hybrid environments
• Experience supporting security for client verticals including legal, education, or multifamily residential
• Bachelor’s degree in Cybersecurity, Information Technology, Computer Science, or a related field, or equivalent hands-on experience

What We Offer

• Medical benefits options including medical, dental, and vision coverage (no contirbutiona at this time)
• 401(k) with company match after 1 year of employment
• Paid time off and company holidays
• Professional development support including certifications and training
• Collaborative, growth-oriented culture with direct access to leadership

About the Role

We’re looking for an experienced HR Generalist to join our team and support a wide range of human resources functions across a growing managed services company with offices in multiple states. This is a hands-on, high-ownership role that touches every part of the employee lifecycle — from recruiting and onboarding through payroll, compliance, training, and employee relations. You’ll be joining an existing HR function and working closely with leadership to help the team operate smoothly, stay compliant, and continue to grow.

Beyond the core HR functions, this role owns company culture — keeping a distributed team of in-office and remote employees connected, engaged, and aligned. You’ll be the person who plans the all-hands meetings, organizes the happy hours, coordinates the off-sites, and makes sure the company feels like a team regardless of where people are sitting. The right candidate is as comfortable building a compliance policy as they are booking a team summer bbq.

This is a full-time, in-office position based out of our Los Angeles office. The right candidate is organized, people-oriented, and comfortable managing multiple priorities simultaneously in a fast-paced, multi-state environment.

What You’ll Be Doing

Talent Acquisition

• Managing full-cycle recruiting for open roles — job postings, sourcing, screening, scheduling, offer letters, and onboarding coordination
• Building and maintaining a pipeline of qualified candidates across technical and administrative roles
• Creating job descriptions, defining requirements, and moving candidates through the process efficiently
• Managing relationships with staffing agencies and external recruiting partners as needed

Employee Management & Relations

• Serving as a trusted point of contact for employees on HR-related questions, concerns, and policy guidance
• Supporting managers with performance management processes — reviews, improvement plans, and documentation
• Managing employee relations matters with professionalism and discretion, escalating to leadership when appropriate
• Maintaining accurate and up-to-date employee records, files, and HR systems
• Coordinating offboarding processes including final documentation, equipment returns, and exit interviews

Payroll & Benefits

• Processing and managing bi-weekly or semi-monthly payroll accurately and on time
• Administering employee benefits programs — health insurance, 401(k), PTO, and other offerings — including open enrollment coordination
• Serving as the point of contact for employee benefits questions and resolving issues with carriers or vendors
• Maintaining payroll records and ensuring proper documentation for audits and compliance purposes

Compliance

• Ensuring company HR practices remain compliant with California state, multi-state, and federal employment laws — including wage and hour, leave laws, and anti-discrimination regulations
• Maintaining and updating the employee handbook, HR policies, and procedures as laws and company needs evolve across all operating states
• Managing leave of absence administration — FMLA, CFRA, PDL, and other applicable leave types across jurisdictions
• Staying current on employment law changes in all states where we operate and proactively communicating impacts to leadership
• Supporting workers’ compensation claims and coordinating with carriers as needed

Culture, Engagement & Remote Employee Experience

• Owning company culture initiatives across a distributed workforce of in-office and remote employees
• Planning and executing all-hands meetings — coordinating agendas, logistics, technology, and follow-up
• Organizing company happy hours, team-building activities, and social events that keep the team connected and engaged
• Coordinating off-sites and company retreats — venue sourcing, travel logistics, scheduling, and on-the-ground execution
• Developing and running structured team-building exercises and programs that reinforce company values and cross-team relationships
• Ensuring remote employees feel equally included, informed, and connected to company culture as in-office staff
• Partnering with leadership to develop engagement strategies that reduce turnover and build a workplace people genuinely want to be part of

What We’re Looking For

• 3+ years of HR Generalist experience, ideally in a mid-sized company with a distributed or multi-state workforce
• Strong working knowledge of California employment law — this is non-negotiable given the complexity of operating in CA
• Familiarity with multi-state employment compliance — you understand that HR doesn’t operate the same way in every state
• Hands-on payroll processing experience — familiarity with platforms such as ADP, Rippling, Gusto, Paychex, or similar
• Full-cycle recruiting experience across a range of role types
• Demonstrated experience planning and executing company events, off-sites, or culture programs — you’re organized, creative, and follow through
• Excellent interpersonal and communication skills — you work well with people at all levels, including remote employees you may rarely see in person
• Strong organizational skills and attention to detail — HR is a function where the details matter enormously
• Ability to manage competing priorities and deadlines without dropping the ball
• Discretion and sound judgment when handling confidential employee information

Nice to Have

• PHR, SHRM-CP, or equivalent HR certification
• Experience in a technology, MSP, or professional services environment
• Familiarity with HRIS platforms and applicant tracking systems (ATS)
• Experience administering benefits open enrollment end-to-end
• Background supporting compliance in multi-state or California-specific regulatory environments
• Experience managing remote or hybrid workforces across multiple time zones or office locations
• Event planning or office management experience is a genuine plus — this role requires someone who can execute logistics cleanly

Compensation & What We Offer

• $75,000–$85,000/yr depending on experience — candidates with deep California employment law knowledge, multi-state compliance experience, payroll, and full-cycle recruiting background will come in at the higher end
• Full-time, in-office role at our LA office (90035)
• A high-visibility role with direct impact on company culture and operations
• Collaborative team environment at a growing company where your work is noticed
• Clear path to Senior HR Generalist or HR Manager as the company continues to scale
• 15 days PTO (9 Vacation, 6 sick days)
• 401(k) 3% match
• Group rate Medical, Dental, Vision offered

Location

This is a full-time, in-office position based out of our office in the Mid-City area of Los Angeles (90035).

Position Summary

The Tier 1 Helpdesk Technician is responsible for providing frontline technical support to end users across our managed client accounts. This role serves as the initial point for all incoming technical issues, ensuring timely acknowledgment, accurate documentation, effective troubleshooting of common issues, and appropriate escalation of complex problems. The ideal candidate combines strong technical fundamentals with excellent customer service instincts, thrives in a fast-paced, ticket-driven environment, and is eager to build a long-term career in IT support and systems administration.

This position operates under 1Above Technology's structured service delivery model and adheres to defined service level agreements (SLAs), documented troubleshooting procedures, and established escalation pathways.

Key Responsibilities

Client Support & Issue Resolution

• Serve as the first point of contact for client end users submitting support requests via phone, email, and ticketing system
• Accurately triage, categorize, and prioritize incoming tickets according to severity and SLA requirements
• Diagnose and resolve common hardware, software, printer, mobile device, and connectivity issues
• Provide remote support using screen-sharing and remote access tools to resolve issues efficiently
• Guide non-technical end users through step-by-step troubleshooting with patience and clarity
• Reset passwords, manage basic Active Directory/Microsoft 365 user account tasks, and handle routine access provisioning and deprovisioning requests

Documentation & Ticket Management

• Maintain complete, accurate, and timely documentation of all client interactions, troubleshooting steps, and resolutions within the ticketing platform
• Follow established knowledge-base articles and standard operating procedures for recurring issue types
• Contribute to and help maintain internal documentation and knowledge-base content based on new or recurring issues encountered
• Track ticket status and follow up proactively with clients to ensure timely resolution and satisfaction

Escalation & Collaboration

• Recognize the limits of Tier 1 scope and escalate complex, unresolved, or high-priority issues to Tier 2/3 technicians or engineers with clear, thorough handoff notes
• Collaborate with senior technicians and systems administrators to ensure smooth issue resolution and continuity of service
• Communicate proactively with the team regarding recurring issues, potential system-wide problems, or client dissatisfaction

Client Relationship & Professionalism

• Represent 1Above Technology professionally in all client interactions, reflecting the company's commitment to responsive, high-quality service
• Maintain a calm, courteous, and solutions-oriented demeanor, particularly when working with frustrated or non-technical users
• Adhere to client-specific policies, procedures, and confidentiality requirements

Minimum Qualifications

• High school diploma or equivalent required; Associate's degree or coursework in Information Technology, Computer Science, or a related field preferred
• 1–2 years of experience in a technical support, helpdesk, or customer service role (internships, apprenticeships, and relevant coursework will be considered)
• Working knowledge of Windows and macOS operating systems
• Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and common business productivity software
• Basic understanding of networking fundamentals (Wi-Fi connectivity, VPN, printer/network setup)
• Basic understanding of Active Directory user account management
• Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences
• Excellent organizational skills and attention to detail
• Ability to manage multiple tickets simultaneously in a fast-paced environment
• Reliable transportation and ability to report on-site as scheduled

Preferred Qualifications

• CompTIA A+, Network+, or equivalent industry certification
• Prior experience working in a managed services provider (MSP) environment
• Familiarity with remote monitoring and management (RMM) and professional services automation (PSA) tools (e.g., ConnectWise, Datto, NinjaOne, or similar)
• Experience supporting VoIP systems, cloud file storage, or basic network troubleshooting

Work Environment & Physical Requirements

• Primarily on-site office/helpdesk environment with occasional on-site client visits as needed
• Occasional lifting of IT equipment (up to 25 lbs.)
• Standard business hours with scheduled rotation into after-hours or on-call support coverage

Compensation & Classification

• Pay Rate: $25-28 per hour, commensurate with experience
• Classification: Non-exempt, hourly employee. Overtime is paid at 1.5x the regular rate for hours worked beyond 8 hours in a workday or 40 hours in a workweek, in accordance with California labor law
• Schedule: Full-time, Monday–Friday

Benefits

• Group Health, dental, and vision insurance offered
• 9 days Paid time off / 6 sick days leave
• 401(k) with 3% company match
• Certification reimbursement / professional development support
• Clear growth path to Tier 2/3 Technician and Systems Administrator roles

About the Role

We are a growing Managed Service Provider (MSP) delivering hardware, software, low voltage installations, and comprehensive IT support to businesses across multiple industries. At 1Above Technology, we’re building the strategic technology partner that growing businesses rely on — delivering custom-tailored IT and support that keep their operations running so they can focus on what they do best. Our client base spans healthcare, apartment communities, restaurants, law offices, and schools. As we scale our operations, we are seeking an experienced and dynamic Director of Project Management to lead and unify our project management team across our Texas and California offices.

Reporting directly to the COO, the Director of PM will directly manage a team of three project managers and serve as a key member of our leadership team. This role is both a builder and an operator — someone who can assess where our current delivery processes fall short, design and implement stronger systems for SLA adherence and cross-functional coordination, and then lead the team in executing consistently against those standards. This is a high-impact opportunity for a leader who thrives in a fast-paced, multi-industry environment and takes ownership of outcomes from kickoff to closeout.

What Success Looks Like in the First Year

• The PM team is operating according to a consistent, documented process; every project type has a clear playbook, and handoffs between teams happen without ambiguity or dropped work
• At-risk projects and SLA gaps are flagged early; the team has the visibility and habits to course-correct before issues reach the client
• Cross-functional relationships and communication between Service Delivery , Field Operations, Finance, and other departments are strong
• Ensure active projects have up-to-date statuses in project dashboards at all times, with a weekly project health report delivered to the COO

Key Responsibilities

Team Leadership & Development

• Directly manage, coach, and develop a team of three project managers distributed across Texas and California offices
• Set clear performance expectations, conduct regular 1:1s and reviews, and create individual development plans for each PM
• Build a culture of accountability, client focus, and continuous improvement across the team
• Recruit and onboard additional PM talent as the team and client portfolio grow

SLA Adherence & Project Delivery

• Own on-time delivery performance across the PM team, establishing clear metrics, tracking mechanisms, and accountability structures to consistently meet client SLAs
• Identify patterns in missed or at-risk SLAs and lead root cause analysis to drive systemic improvements
• Oversee the full project lifecycle for client-facing engagements including hardware deployments, software implementations, low voltage/structured cabling installations, and managed IT services
• Serve as the escalation point for high-risk, high-complexity, or high-priority client projects, providing direct support to PMs as needed
• Monitor project portfolios across both offices and deliver regular performance reporting to the COO

Process Building & Standardization

• Assess current project management workflows and identify gaps in SLA tracking, handoff procedures, and cross-team coordination
• Design and implement standardized frameworks, SOPs, and playbooks for recurring project types (e.g., healthcare IT infrastructure rollouts, multi-site network deployments, low voltage installations)
• Establish a consistent project intake, scoping, and scheduling process to improve predictability and resource planning
• Own and optimize the team’s use of Zoho Desk and any additional PM tools, ensuring accurate tracking, visibility, and reporting

Cross-Functional Coordination

• Serve as the operational bridge between the PM team and internal departments including Field Operations, Service Delivery, Technology, Professional Services, and Finance to ensure resources are aligned and dependencies are resolved proactively
• Lead cross-functional planning meetings to align on project timelines, staffing, and priorities across departments
• Coordinate between Texas and California offices to balance workloads, share resources, and maintain consistent delivery standards
• Occasional travel between offices as needed to support team cohesion, key project milestones, and stakeholder relationships

Client & Stakeholder Engagement

• Support pre-sales scoping and project estimation in partnership with Sales and Solutions teams, particularly for complex or multi-phase engagements
• Maintain strong relationships with key clients across industries — especially in healthcare, where client environments require precision, discretion, and compliance-awareness
• Participate in client business reviews and identify opportunities to strengthen service delivery and expand relationships

Qualifications

Required

• 5+ years of project management experience, with at least 2 years in a direct people management role
• Demonstrated track record of improving SLA performance and building or refining project delivery processes
• Experience managing cross-functional teams and navigating dependencies across departments
• Proficiency with project management tools; experience with Zoho Desk or similar platforms a plus
• Excellent communication and organizational skills with the ability to manage competing priorities across a distributed team
• Ability to travel between Texas and California offices as needed

Preferred

• Experience serving clients in regulated or operationally sensitive industries, particularly healthcare
• PMP certification or equivalent project management credential
• Experience with ITIL, Agile, or other service delivery frameworks in a managed services context
• Background supporting diverse client verticals including multifamily/residential, food service, legal, or education sectors
• Bachelor’s degree or equivalent experience in Information Technology, Business Administration, a related field

What We Offer

• Group medical, dental, and vision coverage
• 401(k) with company match after 1 year of employment
• Paid time off and company holidays
• Professional development support including certifications and training
• Collaborative, growth-oriented culture with direct access to executive leadership

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

About the Role

We are a growing Managed Service Provider (MSP) delivering hardware, software, low voltage installations, and comprehensive IT support to businesses across multiple industries. At 1Above Technology, we’re building the strategic technology partner that growing businesses rely on — delivering custom-tailored IT and support that keep their operations running so they can focus on what they do best. Our client base spans healthcare, apartment communities, restaurants, law offices, and schools. As we mature our operations across Texas and California, we are creating a brand new Director of Professional Services role to sit within our Service Delivery organization and help connect the full spectrum of client-facing work across our teams.

Service Delivery is the operational backbone of how we serve our clients — it encompasses Helpdesk, Triage, Hardware, Field Services/Sweeps, Service Calls, and Professional Services, ensuring that work is routed to the right team, escalated appropriately, and completed without gaps. Reporting to the VP of Operations, the Director of Professional Services will serve as a key leader within this structure, owning the coordination layer that connects Professional Services to the broader Service Delivery ecosystem and to our Project Management and Customer Success teams. This is a foundational role — one that does not yet exist in our organization — and the person stepping into it will have the opportunity to define how Professional Services functions, what it looks like, and how it scales. We are looking for an operationally sharp, relationship-driven leader who thrives at the intersection of people, process, and delivery, and who can build structure where there is currently whitespace.

What Success Looks Like in the First Year

• Professional Services has a defined operating model — the team’s scope, workflows, and handoff points with Service Delivery, Project Management, and Field Operations are documented and understood across the organization
• Work moves through Service Delivery without falling through the cracks — routing is consistent, escalation paths are clear, and gaps that existed before this role are visibly closing
• PM, Customer Success, and Service Delivery are operating in better alignment — cross-functional syncs are productive, dependencies are managed proactively, and fewer issues are surfacing as surprises
• Leadership has reliable visibility into delivery health — you’re providing regular, accurate reporting that enables better decisions across the organization

Key Responsibilities

Service Delivery Coordination & Internal Orchestration

• Operate as a key leader within the Service Delivery organization, which spans Helpdesk, Triage, Hardware, Field Services/Sweeps, Service Calls, and Professional Services — ensuring work is consistently routed to the right team, escalated through the right channels, and completed without gaps
• Own the coordination layer between Professional Services and the other Service Delivery functions, establishing clear handoff procedures, escalation paths, and communication standards across all teams
• Identify and eliminate friction points in how work moves between Helpdesk, Triage, Field Operations, and Professional Services, reducing delays, duplication, and dropped handoffs
• Lead regular cross-functional sync meetings to maintain visibility into workload distribution, resource availability, and active project milestones across both Texas and California offices
• Act as an internal escalation resource when misalignment across Service Delivery functions is impacting client outcomes or SLA performance
• Partner closely with the Director of Project Management and Customer Success Manager to maintain a unified, end-to-end view of client health and delivery performance

Building the Professional Services Function

• Define the scope, structure, and operating model for the Professional Services team from the ground up, in collaboration with the VP of Operations
• Establish the processes, playbooks, and documentation standards that govern how Professional Services receives, executes, and hands off work within the broader Service Delivery organization
• Build and refine intake and triage workflows that ensure incoming work — whether from Helpdesk escalations, new project requests, or service calls — is properly classified, assigned, and tracked through to completion
• Define clear ownership boundaries between Professional Services and adjacent teams (Field Services, Hardware, Service Calls) so work is never left in ambiguity
• Create visibility mechanisms — dashboards, status reports, and escalation paths — that give leadership a clear picture of delivery health across the full Service Delivery organization
• Identify tooling needs and optimize use of existing platforms including Zoho Desk to support routing, tracking, and cross-functional reporting

SLA & Delivery Quality

• Share accountability with Project Management and Service Delivery for on-time project completion and SLA adherence across the client portfolio
• Monitor delivery performance across active engagements and flag risks early, coordinating with the appropriate team leads to course-correct before SLAs are missed
• Contribute to root cause analysis when SLAs are not met, identifying whether breakdowns occurred in coordination, resourcing, or process — and driving corrective action
• Support the development and refinement of SLA frameworks and escalation procedures in partnership with PM and operations leadership

Team Leadership & Development

• Directly manage a team of 1–2 Professional Services professionals, providing day-to-day coaching, clear role definition, and growth opportunities
• Establish team norms, communication standards, and accountability structures that enable the team to operate effectively across both Texas and California
• Model a collaborative, solutions-oriented approach to cross-functional problem solving
• Support future team growth as the Professional Services function matures and expands

Reporting & Continuous Improvement

• Provide regular reporting to the VP of Operations on cross-functional delivery performance, coordination bottlenecks, and team capacity
• Continuously evaluate the effectiveness of Professional Services workflows and lead iterative improvements based on data and team feedback
• Maintain documentation of processes, decisions, and lessons learned to build institutional knowledge as the function scales
• Occasionally travel between Texas and California offices as needed to maintain team alignment and support key operational initiatives

Qualifications

Required

• 5+ years of experience in professional services, operations, or service delivery — preferably within an MSP, IT services, or technology solutions organization
• Demonstrated experience working within or coordinating across multi-function service delivery organizations, including teams such as Helpdesk, Triage, Field Operations, and Technical Support
• Demonstrated experience operating at the intersection of multiple departments, with a track record of improving cross-functional coordination, work routing, and handoff processes
• Strong process-building skills with the ability to create structure, documentation, and workflows in environments where they do not yet exist
• Experience directly managing a team, with the ability to lead, develop, and hold people accountable
• Solid understanding of IT service delivery concepts including project lifecycles, SLA management, and resource coordination
• Excellent communication and facilitation skills, with the ability to align stakeholders across departments and levels of seniority
• Proficiency with service management or ticketing platforms; experience with Zoho Desk or similar tools a plus
• Ability to occasionally travel between Texas and California offices as needed

Preferred

• Experience building or standing up a Professional Services or operations function from scratch
• Hands-on background working within or managing across Helpdesk, Triage, Hardware, Field Services, and/or Service Calls functions in a managed services environment
• Familiarity with healthcare IT environments or experience supporting clients in compliance-sensitive industries
• Experience with ITIL, Agile, or other service delivery frameworks
• Bachelor’s degree or equivalent experience in Business, Information Technology, Operations Management, or a related field

What We Offer

• Comprehensive benefits package including medical, dental, and vision coverage
• 401(k) with company match after one year of employment
• Paid time off and company holidays
• Professional development support including certifications and training
• A rare opportunity to define and build a new function within a growing organization, with direct influence over how it scales

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

About the Role

We are a growing Managed Service Provider (MSP) delivering hardware, software, low voltage installations, and comprehensive IT support to businesses across multiple industries. At 1Above Technology, we’re building the strategic technology partner that growing businesses rely on — delivering custom-tailored IT and support that keep their operations running so they can focus on what they do best. Our client base spans healthcare, apartment communities, restaurants, law offices, and schools. As our client portfolio expands across the country, we are seeking a Customer Success Manager to serve as the primary owner of our client relationships post-sale.

Reporting directly to the CEO, the Customer Success Manager will lead a small team of customer success professionals and take full ownership of client retention, satisfaction, and long-term relationship health. This is not a passive account management role — we are looking for a proactive, people-first leader who can anticipate client needs, coordinate internally to deliver on commitments, and ensure every client across every vertical feels prioritized and well-served. Success in this role means clients renew, trust deepens, and our reputation for service excellence grows.

What Success Looks Like in the First Year

• Every client has a documented success plan and a regular cadence of touchpoints (no account is going months without intentional contact)
• At-risk accounts are identified and addressed before they become churn
• Established tools and habits to spot warning signs early
• The Customer Success team is operating as a cohesive unit with clear processes, consistent communication standards, and a shared sense of ownership over client outcomes

Key Responsibilities

Client Relationship Ownership

• Serve as the primary point of contact and relationship owner for clients post-sale, owning the full client experience from onboarding through long-term retention
• Build and maintain strong, trust-based relationships with key stakeholders and decision-makers across client organizations in healthcare, multifamily, foodservice, legal, and education sectors
• Conduct regular proactive check-ins and business reviews (QBRs) to assess client satisfaction, review service performance, and align on evolving needs
• Respond promptly and effectively to client concerns, escalations, and service issues — acting as the internal advocate to drive resolution across departments
• Maintain a deep understanding of each client’s environment, priorities, and pain points to deliver a consistently personalized experience

Retention & Account Health

• Own client retention metrics across the portfolio, proactively identifying at-risk accounts and developing action plans to address concerns before they escalate
• Track and report on client satisfaction, renewal status, and engagement levels to the CEO on a regular cadence
• Partner with internal teams — including Project Management, Service Delivery, Field Operations, and Professional Services — to advocate for the client and escalate delivery issues
• Lead client onboarding for new accounts, ensuring a smooth handoff from Project Management and a strong first experience with our services
• Develop and maintain client success plans that outline goals, milestones, and ongoing touchpoints for key accounts

Team Leadership & Development

• Directly manage and develop a team of 2 customer success professionals, providing coaching, clear expectations, and growth opportunities
• Establish consistent processes and standards for how the team manages client communications, escalations, and account documentation
• Foster a client-first culture within the team, modeling proactive engagement and high responsiveness
• Support hiring and onboarding of additional team members as the client portfolio grows

Cross-Functional Collaboration

• Serve as the voice of the client internally, sharing feedback and trends with leadership, PM, and operations teams to drive service improvements
• Coordinate with the Director of Project Management to align on project timelines and client expectations, particularly during active deployments or installations
• Collaborate with Sales to support contract renewals and ensure a seamless transition when accounts expand or change scope
• Work with Help Desk and Field Services to monitor ticket resolution quality and ensure client-facing outcomes meet expectations

Process & Reporting

• Maintain accurate and up-to-date client records, interaction logs, and account health data using Zoho Desk and other internal tools
• Develop and refine playbooks for common client success scenarios including onboarding, QBRs, escalation handling, and renewal preparation
• Provide the CEO with regular reporting on client health, retention risks, satisfaction trends, and team performance

Qualifications

Required

• 3+ years of experience in customer success, account management, or client services — preferably in a technology, MSP, or B2B services environment
• At least 1–2 years of experience managing or mentoring a team
• Demonstrated track record of owning client relationships end-to-end and driving measurable improvements in retention and satisfaction
• Strong interpersonal and communication skills with the ability to engage effectively with both technical teams and non-technical client stakeholders
• Experience navigating complex, multi-stakeholder client environments across multiple industries
• Proficiency with CRM or customer success platforms
• Highly organized, proactive, and able to manage a large portfolio of accounts without letting details fall through the cracks
• Ability to occasionally travel between Texas and California offices as needed

Preferred

• Experience working with clients in healthcare or other operationally sensitive, compliance-aware industries
• Experience with Zoho Desk or similar tools a plus
• Experience building or formalizing customer success processes in a growing or scaling organization
• Bachelor’s degree or equivalent experience in Business, Communications, Information Technology, or a related field

What We Offer

• Group medical, dental, and vision coverage
• 401(k) with company match after one year of employment
• Paid time off and company holidays
• Professional development support including certifications and training
• A seat at the table — direct access to the CEO and meaningful influence over how we serve our clients

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

About the Role

We're looking for an experienced Helpdesk Manager to lead our in-office IT support operations in Los Angeles. This is a hands-on leadership role responsible for managing the day-to-day performance of the helpdesk team, ensuring service requests and incidents are resolved efficiently, and maintaining the high technical standards our clients and internal teams depend on.

Beyond managing tickets and team schedules, this role owns quality — you'll be the person building QA frameworks, reviewing ticket handling, coaching technicians, and holding the team accountable to SLAs and best practices.

You are running a team standup and reporting performance metrics to leadership.

This is a full-time, in-office position based out of our Los Angeles location.

The right candidate brings strong prior helpdesk management experience, lead a medium to large sized team, with some technical knowledge and a genuine commitment to delivering exceptional support.

What You'll Be DoingTeam Leadership & Management

• Managing, mentoring, and developing a team of helpdesk technicians — setting clear expectations, providing regular feedback, and conducting performance review
• Building and maintaining team schedules to ensure adequate coverage during business hours and on-call rotations as needed
• Onboarding new technicians and ensuring they are trained to team standards before handling tickets independently
• Fostering a team culture built around accountability, continuous learning, and delivering excellent client and end-user experiences
• Escalating personnel issues to HR and leadership as appropriate and in a timely manner.

Helpdesk Operations & Ticket Management

• Overseeing the full lifecycle of helpdesk tickets — from intake and triage through resolution and closure — ensuring SLAs are consistently met
• Monitoring the ticket queue in real time, redistributing workloads, and stepping in to resolve or escalate high-priority issues as needed
• Ensuring all tickets are documented thoroughly with accurate troubleshooting steps, resolution notes, and time entries.
• Managing escalation paths for Tier 1, Tier 2, and Tier 3 issues and ensuring smooth handoffs between level

Quality Assurance & Performance Management

• Building and owning a QA program for the helpdesk — developing scorecards, reviewing tickets regularly, and identifying coaching opportunities
• Conducting regular ticket audits to assess accuracy of documentation, resolution quality, communication tone, and adherence to procedures
• Tracking and reporting on key performance metrics — ticket volume, resolution time, first-call resolution rate, CSAT scores, and SLA compliance
• Identifying recurring issues, knowledge gaps, and process breakdowns through QA data and translating findings into actionable improvements
• Presenting weekly and monthly helpdesk performance reports to leadership with clear insights and recommendations

Process Improvements

• Maintaining and enforcing standardized troubleshooting procedures, runbooks, and escalation protocols across the team
• Identifying inefficiencies in helpdesk workflows and implementing process improvements that reduce resolution times and improve accuracy

Client & Stakeholder Communication

• Serving as the escalation point of contact for clients or internal stakeholders with urgent, unresolved, or sensitive support issues
• Communicating proactively with clients during major incidents — providing timely updates, managing expectations, and ensuring satisfaction upon resolution
• Building strong relationships with internal department leads to understand their support needs and ensure the helpdesk is meeting them.
• Representing the helpdesk function in leadership meetings and contributing to broader operational planning discussion

What We're Looking For

• 3+ years of experience in a support management role — you must have led a team and owned outcomes, not just supervise
• ITIL Foundation certification or working knowledge of ITIL service management framework
• Proven experience building or managing a QA program for a support team — ticket audits, scorecards, coaching, and process documentation
• Familiarity with PSA and ticketing platforms such as Zoho Desk, ZenDesk, Jira etc
• Demonstrated ability to manage SLAs, analyze performance data, and present findings to leadership in a clear and actionable way
• Strong leadership and communication skills — you hold people accountable without micromanaging and coach in a way that actually stick
• Ability to remain calm and decisive under pressure during major incidents or high-ticket-volume periods
• Highly organized with strong attention to detail — documentation and process discipline are non-negotiable for you

Nice to Have

• Background in multi-client or enterprise support environment
• Experience hiring and building out a helpdesk team from the ground up

Compensation & What We Offer

• $85,000–$95,000/yr depending on experience
• Background, QA ownership, and deep technical skills will come in at the higher en
• Full-time, in-office role at our Los Angeles location
• High-visibility leadership role with direct impact on service quality and team performance
• Collaborative environment at a growing company where strong operators are recognized and rewarded
• Clear path to Director of Support or VP of Service Delivery as the company scale

Location

This is a full-time, in-office position based out of our Los Angeles office. Candidates must be local or willing to relocate prior to their start date