Multi-Site Service Desk Manager

Role Overview

• 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.

Tech Stack

• ServiceNow

Benefits

• All travel is fully covered by the company.