Multi-Site Service Desk Manager

🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $100k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Shield

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

B2B • Artificial Intelligence • Enterprise

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

• 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. • 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. • 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.

🎯 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. • 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). • 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.