Multi-Site Service Desk Manager

📋 Description

• Take responsibility for the overall health and performance of service desk operations within all Shield-owned MSPs, ensuring that each service board is organized, precise, and effectively managed by its local Service Desk Manager.

• Create and enforce a uniform definition of what constitutes a “clean and well-managed” service desk, addressing aspects such as ticket hygiene, queue management, SLA compliance, time entry accuracy, status correctness, and documentation standards.

• Perform regular audits of service boards across ShieldCos and collaborate with local managers to develop remediation strategies, monitoring progress until resolution.

• Detect systemic risks, capacity challenges, or staffing deficiencies across the portfolio and escalate these issues with clear recommendations to operations leadership.

• Develop, document, and implement best practices for service desks throughout the portfolio, including triage workflows, escalation processes, ticket templates, board configurations, dispatch standards, and customer communication protocols.

• Facilitate a recurring cross-company forum for ShieldCo Service Desk Managers to discuss effective practices, share playbooks, and align on common standards while preserving the unique strengths of each MSP.

• Collaborate with operations to manage change effectively when new standards are introduced, ensuring local support rather than enforcing top-down directives.

• Maintain an updated portfolio playbook that details the definitive “Shield way” of operating a service desk.

• Work with operations and the data/AI team to establish standard KPI definitions, ensuring consistent comparisons across companies that may utilize different PSA tools or reporting methods.

• Provide clear, narrative-driven monthly and quarterly reports to executive leadership, emphasizing trends, anomalies, and suggested actions.

• Mentor local managers in utilizing the same metrics to manage their own desks, rather than only reporting to higher management.

• Serve as the operational advocate for the service desk in the design, testing, and implementation of internal AI tools, such as ticket triage, summarization, knowledge retrieval, and automation.

• Identify high-value, repeatable workflows across the portfolio that are suitable for AI enhancement and prioritize them with the AI team based on potential impact and feasibility.

• Coordinate pilot programs at selected ShieldCos, collect structured feedback from local managers and technicians, and manage the rollout strategy for portfolio-wide adoption.

• Ensure the quality of data on service boards is adequate for AI tools to operate effectively, linking board hygiene with AI performance.

• Act as a mentor, coach, and reliable partner to each ShieldCo’s Service Desk Manager by providing support, removing obstacles, and fostering their development rather than directing them.

• Spend significant time onsite at each ShieldCo (approximately 50% travel), working closely with local teams to understand their circumstances before recommending changes.

• Build trust at every level of the service desk, from technicians to MSP leadership, to ensure that improvements are sustainable after your visit concludes.

⛳️ Requirements

• 5–7 years of management experience within an MSP, with direct accountability for a service desk or service delivery function.

• Proven history of managing or transforming a service desk, including aspects like ticket hygiene, SLA performance, dispatch, and team development.

• Practical experience with at least one major PSA platform (e.g., ConnectWise PSA, Autotask, HaloPSA, ServiceNow) and its associated reporting layer.

• Strong grasp of MSP economics, service delivery models, and the operational factors that influence margin and customer satisfaction (CSAT).

• A servant-leadership mindset — your success is measured by the achievements of your team and peers, rather than by dominating conversations.

• Exceptional written and verbal communication abilities, capable of transitioning smoothly between a technician’s ticket queue and executive presentations.

• Willingness and capability to travel around 50% of the time, including visits to ShieldCo locations across various regions; all travel expenses are fully covered.

• Strong analytical skills, comfortable working with PSA data, building or interpreting dashboards, and transforming numbers into clear narratives.

• Strongly Preferred

• Experience working across multiple MSPs, business units, or acquired entities, particularly in a private equity, holding company, or roll-up context.

• Familiarity with the application of AI or automation tools in service desk workflows (such as triage, summarization, knowledge management, ticket deflection).

• Experience in establishing portfolio-level metrics, scorecards, or operating reviews across various companies using different tools and conventions.

• Knowledge of ITIL foundational principles or equivalent service management frameworks.

• Background in coaching or developing first-line and second-line service desk managers.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for continuous learning and professional development.

• Flexible working arrangements and a supportive work environment.