Service Desk Manager – Tier II

Vaga não está no LinkedIn

🔥 23 horas atrás

🏄 California – Remoto

🏄 California – Remote

💵 $93.600 - $108.160 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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Shield

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2024

💼 Consultoria

📦 Logística

📣 Marketing

Consulting • Logistics • Marketing

A Shield é uma parceira e investidora habilitada por tecnologia que ajuda os provedores de serviços gerenciados (MSPs) a escalarem, combinando capital paciente, expertise operacional e engenharia de IA aplicada. A empresa fornece engenheiros alocados, suporte operacional (RH, finanças, recrutamento), desenvolvimento de pessoas e orientação estratégica para fusões e aquisições, enquanto preserva a liderança e cultura locais. Com o apoio da ZBS Partners e Thrive Holdings, a Shield foca em parcerias de longo prazo, amigáveis aos fundadores, para acelerar o crescimento e implementar soluções orientadas por IA.

Descrição

• Lead, coach, and develop a geographically distributed Tier Two Specialist team • Define, track, and publish operational metrics covering workload, utilization, backlog, SLA performance, ticket flow, and escalation quality • Use data to identify workload imbalances, capacity, performance gaps, and improvement opportunities • Manage ticket assignment and queue participation to distribute work fairly and address customer priorities promptly • Ensure special-project work has clear scope, deliverables, and accountability while maintaining support coverage • Coach Specialists to investigate unfamiliar problems rather than escalating prematurely • Establish and reinforce escalation standards between Analysts, Specialists, and Engineers • Oversee complex incidents and problem-management activity, including recurring-issue analysis and root-cause follow-through • Partner with Engineering, Front Line leadership, Customer Success, and other operational teams to improve service quality and cross-team handoffs • Build a supportive, accountable team culture with clear expectations and ongoing technical learning • After approximately 3:00 PM Pacific Time Monday through Friday, manage triage and ticket assignment when Front Line management coverage ends • Review queue conditions and incoming support demand • Assign and rebalance work across available resources • Coordinate escalations across Analysts, Specialists, and Engineers • Provide leadership during high-impact or customer-facing incidents • Ensure clean handoffs and communication to daytime leadership

🎯 Requisitos

• 3+ years of leadership experience in IT support, service desk, technical operations, or service management • Experience leading remote or distributed technical teams; MSP experience is strongly preferred • Demonstrated ability to define and use operational metrics, scorecards, KPIs, or service-management reporting • Strong understanding of queue management, workload balancing, utilization, SLAs, ticket aging, and escalation management • Strong technical troubleshooting background with enough depth to evaluate investigation quality and coach Tier Two staff • Experience with ITSM platforms and incident/problem-management processes • Strong communication, coaching, and performance-management skills • Sound judgment when balancing customer impact, technical complexity, staffing, and escalation decisions • Familiarity with Windows Server, Active Directory, Group Policy, Microsoft 365, Microsoft Entra ID, TCP/IP, DNS, DHCP, VLANs, VDI/virtualization, RMM, endpoint management, security, backup, MFA, Cisco, Sophos, and SonicWall platforms • ITIL certification or equivalent practical experience is preferred • Experience developing service desk scorecards or KPI frameworks is preferred • Experience with workforce utilization/capacity reporting is preferred • Experience developing support staff toward advanced technical or Engineering roles is preferred • Familiarity with SOC 2, ISO 27001, PCI, CMMC, or similar compliance environments is preferred

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