Shield

Accounts Receivable

• Manage billing activities for multiple Shield portfolio companies, including recurring managed services, projects, hardware, and other client invoicing
• Review billing data for accuracy, completeness, contract alignment, and timely invoice generation
• Support accounts receivable activities, including monitoring aging, following up on outstanding balances, resolving billing discrepancies, and assisting with collections
• Partner with portfolio-company teams to gather billing inputs, clarify account details, and ensure accurate, timely invoicing
• Clean, reconcile, and improve historical billing data within PSA and related billing systems
• Maintain and validate customer records in NetSuite
• Document, standardize, and implement billing and AR best practices across portfolio companies
• Identify opportunities to use AI, automation, and technology to reduce manual work, improve data quality, and scale billing operations
• Liaise with Accounting to align billing activity with appropriate accounting treatment
• Participate in cross-functional projects as business needs arise
• Maintain documentation, reporting, and communication with internal stakeholders and portfolio-company teams

Billing & Accounts Receivable Analyst

Client Services Representative

• Serve as the primary escalation point for end-user issues, client IT staff, and first-line Helpdesk personnel requiring advanced technical assistance
• Respond to escalated incidents and service requests through phone, email, ticketing systems, and direct support interactions
• Troubleshoot and resolve intermediate to advanced hardware, software, connectivity, account access, and application-related issues
• Maintain end-to-end ownership of escalated support requests, ensuring timely follow-up, clear communication, and appropriate resolution
• Document incidents, troubleshooting steps, resolutions, and client interactions in designated support systems
• Escalate unresolved, high-impact, or specialized issues to appropriate teams
• Provide clear, professional updates throughout each support request
• Assist with root cause analysis for recurring issues and recommend service-quality and operational-efficiency improvements
• Follow standard operating procedures, service standards, and departmental policies
• Support and mentor junior Helpdesk staff
• Monitor escalated support requests, troubleshoot advanced technical issues, and coordinate with internal teams or client contacts
• Gather relevant details, analyze problems, document actions, communicate status updates, and follow issues through to completion or further escalation

Client Services – Escalations

IT Support

• Investigate and resolve escalated end-user technical issues across applications, operating systems, virtual desktops, authentication, networking, endpoints, and supporting infrastructure
• Troubleshoot methodically by reviewing symptoms, logs, alerts, recent changes, and business impact to identify root causes
• Provide customer support through phone, email, chat, remote sessions, and the IT service management platform
• Review tickets, previous troubleshooting, and environmental context to determine next steps, identify patterns, and escalate appropriately
• Manage and troubleshoot user accounts, access requests, MFA, Active Directory, Microsoft 365, onboarding, and offboarding
• Configure and support virtual desktops, desktops, laptops, mobile devices, printers, peripherals, and client applications in cloud or hosted environments
• Diagnose connectivity, DNS, DHCP, VLAN, and other network issues; escalate to Tier Three Engineering while maintaining ownership through resolution
• Review, triage, and respond to monitoring alerts and events
• Build familiarity with customer environments and identify opportunities to prevent recurring issues, improve documentation, and increase support efficiency
• Document customer communications, troubleshooting steps, findings, and resolutions in the IT service management platform
• Create and improve knowledge base documentation, share lessons learned, and support cross-training
• Perform approved application upgrades, maintenance, and after-hours support activities as needed

IT Support Specialist

Support Engineer

• Provide expert technical support for Shield deployments across US time zones as part of the global support team
• Troubleshoot application-impacting issues across application and infrastructure dimensions
• Support customers with integration challenges and troubleshoot data flows between Shield and external systems
• Proactively monitor customer environments using Prometheus, Grafana, and other observability tools
• Break down complex technical issues and escalate clearly to R&D with supporting data, logs, and analysis
• Document customer interactions, solutions, and technical patterns in the ticketing system and knowledge base
• Collaborate with R&D, Product, and Operations teams to resolve customer issues and improve platform reliability
• Act as the regional technical escalation point for complex incidents and infrastructure issues
• Respond to customer technical support requests via ticketing system in a timely and professional manner
• Participate in a rotating on-call schedule

Technical Support Engineer

Manager

Service Desk Manager - Tier II
Department: Managed Services
Employment Type: Full Time
Location: IronOrbit - Remote
Compensation: $93,600 - $108,160 / year

Description

IronOrbit is seeking a Tier II Service Desk Manager to lead our team of Tier Two Specialists in a 24/7 Managed Services environment.

This role is ideal for a technical support leader who enjoys building high-performing teams, bringing structure and visibility to service operations, and helping talented people grow. You will combine hands-on technical judgment with operational leadership: managing workload, improving escalation quality, developing meaningful performance metrics, and creating a culture of accountability, curiosity, and collaboration.

Our support model is Front Line Analysts, Tier Two Specialists, and Tier Three Engineers. You will be responsible for making sure Tier Two owns the work appropriate to its level, escalates intelligently when Engineering is needed, and continuously builds the capability to solve more complex problems.

This is a full-time, remote position working Monday through Friday, and working hours are:
7:00AM –4:00PM Pacific Time or 8:00AM –5:00PM Pacific Time.

Key Responsibilities

What You Will Own

· Lead, coach, and develop a geographically distributed Tier Two Specialist team.

· Define, track, and publish operational metrics that make workload, utilization, backlog, SLA performance, ticket flow, and escalation quality visible to the team and leadership.

· Use data to identify workload imbalances, capacity, performance gaps, and opportunities for improvement.

· Actively manage ticket assignment and queue participation so work is distributed fairly and customer priorities are addressed promptly.

· Ensure special-project work has clear scope, deliverables, and accountability while maintaining appropriate support coverage.

· Improve Tier Two technical ownership by coaching Specialists to investigate unfamiliar problems rather than escalating prematurely.

· Establish and reinforce clear 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 where strong performance is recognized, expectations are clear, and technical learning is part of the job.

After-Hours Leadership
IronOrbit provides 24/7 technical support. Monday through Friday, after approximately 3:00 PM Pacific Time, this role assumes management responsibility for 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 needed escalations across Analysts, Specialists, and Engineers.

· Provide leadership during high-impact or customer-facing incidents.

· Ensure clean handoffs and communication to daytime leadership.

Skills, Knowledge & Expertise
· 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.

Technical Background
You do not need to be the deepest expert in every platform, but you should be comfortable leading teams that support technologies such as:

· Windows Server, Active Directory, Group Policy, Microsoft 365, and Microsoft Entra ID.

· TCP/IP, DNS, DHCP, VLANs, and general network troubleshooting.

· VMware Horizon, Citrix, VMware, Hyper-V, and other VDI/virtualization platforms.

· RMM, endpoint-management, security, backup, and MFA technologies such as NinjaOne/Datto RMM, Intune, CrowdStrike, JAMF, Veeam, and Duo.

· Cisco, Sophos, SonicWall, or similar network and security platforms.

How We Define Success
Success in this role means building a Tier Two team where performance is visible, workloads are equitable, Specialists are engaged in the right work, escalations are thoughtful and technically useful, and people become more capable over time.

We are looking for a manager who can combine high standards with a supportive environment - someone who uses data to create clarity, coaches people to think more deeply, and helps the team take pride in owning difficult technical problems.

Preferred
· ITIL certification or equivalent practical experience.

· Experience developing service desk scorecards or KPI frameworks.

· Experience with workforce utilization/capacity reporting.

· Experience developing support staff toward advanced technical or Engineering roles.

· Familiarity with SOC 2, ISO 27001, PCI, CMMC, or similar compliance environments.