Multi-Site Service Desk Manager

Shield

Service Desk Portfolio Manager managing service desk operations and supporting local managers across Shield-owned MSPs. Ensuring best practices and operational effectiveness with significant travel involved.

Posted 6/16/2026full-timeRemote • Florida • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 - $125,000 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

All travel is fully covered by the company.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service desk managementticket hygieneSLA performancedispatchteam developmentPSA platformdata analysisdashboard interpretationAI toolingautomation

Soft Skills

servant leadershipcommunicationcoachingmentoringanalytical thinkingproblem-solvingcollaborationadaptabilityreportingrelationship building

Certifications

ITIL foundation