Service Desk Manager – Tier II

Job not on LinkedIn

🔥 11 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $93.6k - $108.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Shield

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Shield is a tech-enabled partner and investor that helps managed service providers (MSPs) scale by combining patient capital, operational expertise, and applied AI engineering. The firm provides forward-deployed engineers, operational support (HR, finance, recruiting), people development, and strategic M&A guidance while preserving local leadership and culture. Backed by ZBS Partners and Thrive Holdings, Shield focuses on long-term, founder-friendly partnerships to accelerate growth and implement AI-first solutions.

📋 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

🎯 Requirements

• 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