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Shield logo
Shield

Shield is a new kind of IT services platform—local at the core, national in scale, and built to last for generations

Multi-Site Service Desk Manager

ManagerManagerFull TimeRemoteSeniorTeam 51-200Since 2024H1B SponsorCompany SiteLinkedIn

Location

Florida

Posted

67 days ago

Salary

$100K - $125K / year

Seniority

Senior

Bachelor Degree6 yrs expEnglishServiceNow

Job Description

Multi-Site Service Desk Manager

Shield

• Own the overall health and performance of service desk operations across every Shield-owned MSP, ensuring each service board is clean, accurate, and well-managed by its local Service Desk Manager. • Establish and enforce a consistent definition of “clean and well-managed” covering ticket hygiene, queue management, SLA adherence, time entry discipline, status accuracy, and documentation quality. • Conduct regular service board audits across ShieldCos and partner with local managers on remediation plans, tracking progress to closure. • Identify systemic risks, capacity issues, or staffing gaps across the portfolio and escalate with clear recommendations to operations leadership. • Develop, document, and roll out service desk best practices across the portfolio — including triage workflows, escalation paths, ticket templates, board structure, dispatch standards, and customer communication norms. • Run a recurring cross-company forum for ShieldCo Service Desk Managers to surface what’s working, share playbooks, and align on shared standards without erasing what makes each MSP effective locally. • Partner with operations to drive change management when new standards are introduced, ensuring local buy-in rather than top-down mandates. • Maintain a living portfolio playbook that captures the canonical “Shield way” of running a service desk. • Partner with operations and the data/AI team to define standard KPI definitions, ensuring apples-to-apples comparisons across companies that may use different PSA tools or reporting conventions. • Deliver clear, narrative-driven monthly and quarterly portfolio reporting to executive leadership, highlighting trends, outliers, and recommended actions. • Coach local managers on using the same metrics to run their own desks, not just to report upward. • Act as the operational voice of the service desk in the design, piloting, and rollout of internal AI tools, including ticket triage, summarization, knowledge retrieval, and automation. • Identify high-value, repeatable workflows across the portfolio that are strong candidates for AI augmentation and prioritize them with the AI team based on impact and feasibility. • Coordinate pilots at selected ShieldCos, gather structured feedback from local managers and technicians, and own the rollout playbook for portfolio-wide adoption. • Ensure data quality on service boards is sufficient for AI tools to perform well, closing the loop between board hygiene and AI effectiveness. • Serve as a mentor, coach, and trusted partner to each ShieldCo’s Service Desk Manager by supporting them, removing obstacles, and helping them grow rather than managing them by directive. • Spend meaningful time on-site at each ShieldCo (approximately 50% travel), working alongside local teams to understand their reality before recommending changes. • Build trust at every level of the service desk from technicians to MSP leadership, so that improvements stick after the visit ends.

Job Requirements

  • 5–7 years of management experience inside an MSP, with direct ownership of a service desk or service delivery function.
  • Demonstrated track record of running or transforming a service desk — including ticket hygiene, SLA performance, dispatch, and team development.
  • Hands-on experience with at least one major PSA platform (e.g., ConnectWise PSA, Autotask, HaloPSA, ServiceNow) and the reporting layer that sits on top of it.
  • Strong understanding of MSP economics, service delivery models, and the operational levers that drive margin and CSAT.
  • Servant-leadership orientation - you measure your success by your people’s and your peers’ success, not by being the loudest voice in the room.
  • Excellent written and verbal communication skills, with the ability to move fluidly between a technician’s ticket queue and an executive readout.
  • Willingness and ability to travel approximately 50% of the time, including to ShieldCo locations across multiple regions. All travel is fully covered.
  • Strong analytical skills - comfortable working with PSA data, building or interpreting dashboards, and turning numbers into clear narratives.
  • Strongly Preferred
  • Experience operating across multiple MSPs, business units, or acquired entities, particularly in a private equity, holding company, or roll-up environment.
  • Familiarity with applying AI or automation tooling to service desk workflows (triage, summarization, knowledge management, ticket deflection).
  • Experience standing up portfolio-level metrics, scorecards, or operating reviews across multiple companies with different tools and conventions.
  • ITIL foundation knowledge or equivalent service management framework experience.
  • Background coaching or developing first-line and second-line service desk managers.

Benefits

  • All travel is fully covered by the company.

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