Service Desk Manager – Tier II

Emploi pas sur LinkedIn

🕒 il y a 12 jours

🏄 California – Distant

🏄 California – Remote

💵 $93 600 - $108 160 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

👻 Score fantôme 21%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Shield

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2024

💼 Conseil

📦 Logistique

📣 Marketing

Consulting • Logistics • Marketing

Shield est un partenaire et investisseur axé sur la technologie qui aide les fournisseurs de services gérés (MSP) à se développer en combinant capital patient, expertise opérationnelle et ingénierie en IA appliquée. L'entreprise fournit des ingénieurs déployés sur le terrain, un soutien opérationnel (RH, finance, recrutement), le développement des personnes, ainsi que des conseils stratégiques en fusions et acquisitions tout en préservant le leadership et la culture locaux. Soutenue par ZBS Partners et Thrive Holdings, Shield se concentre sur des partenariats durables et amicaux pour les fondateurs afin d'accélérer la croissance et mettre en œuvre des solutions centrées sur l'IA.

Description

• 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 projects have 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 team culture with clear expectations, recognition, accountability, collaboration, and 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

🎯 Exigences

• 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 • Comfortable leading teams supporting Windows Server, Active Directory, Group Policy, Microsoft 365, Microsoft Entra ID, TCP/IP, DNS, DHCP, VLANs, VMware Horizon, Citrix, VMware, Hyper-V, RMM, endpoint-management, security, backup, MFA, Cisco, Sophos, and SonicWall • ITIL certification or equivalent practical experience preferred • Experience developing service desk scorecards or KPI frameworks preferred • Experience with workforce utilization/capacity reporting preferred • Experience developing support staff toward advanced technical or Engineering roles preferred • Familiarity with SOC 2, ISO 27001, PCI, CMMC, or similar compliance environments preferred