Service Desk Manager – Tier II

Shield

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

Posted 11/10/2026full-timeRemote • California • United StatesMid-LevelSenior💰 $93,600 - $108,160 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing geographically distributed technical teams, with a focus on operational metrics, ticket management, and incident resolution. Proficient in coaching staff and fostering a culture of accountability and continuous improvement.

Highest-signal resume keywords

Leadership Experience In IT SupportOperational Metrics Definition And UseQueue Management And Workload BalancingTechnical Troubleshooting And CoachingITIL Certification Or Equivalent Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational MetricsTicket ManagementIncident ManagementProblem ManagementTechnical TroubleshootingWorkforce Utilization ReportingService Desk ScorecardsKPI FrameworksEscalation ManagementCapacity Reporting

Soft Skills

Coaching SkillsCommunication SkillsPerformance ManagementSound JudgmentTeam Building

Tools & Technologies

ITSM PlatformsWindows ServerActive DirectoryMicrosoft 365Microsoft Entra IDTCP/IPDNSDHCPCiscoSophos

Certifications & Qualifications

ITIL Certification

Industry Keywords

MSP ExperienceSLA ManagementSOC 2ISO 27001PCICMMCVirtualizationEndpoint ManagementSecurityBackup

Tech Stack

Tools & technologies

DNSITSMTCP/IP

About the role

Key responsibilities & impact

Lead, coach, and develop a geographically distributed Tier Two Specialist team
Define, track, and publish operational metrics covering workload, utilization, backlog, SLA performance, ticket flow, and escalation quality
Use data to identify workload imbalances, capacity, performance gaps, and improvement opportunities
Manage ticket assignment and queue participation to distribute work fairly and address customer priorities promptly
Ensure special-project work has clear scope, deliverables, and accountability while maintaining support coverage
Coach Specialists to investigate unfamiliar problems rather than escalating prematurely
Establish and reinforce 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, accountable team culture with clear expectations and ongoing technical learning
After approximately 3:00 PM Pacific Time Monday through Friday, manage 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 escalations across Analysts, Specialists, and Engineers
Provide leadership during high-impact or customer-facing incidents
Ensure clean handoffs and communication to daytime leadership

Requirements

What you’ll need

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
Familiarity with Windows Server, Active Directory, Group Policy, Microsoft 365, Microsoft Entra ID, TCP/IP, DNS, DHCP, VLANs, VDI/virtualization, RMM, endpoint management, security, backup, MFA, Cisco, Sophos, and SonicWall platforms
ITIL certification or equivalent practical experience is preferred
Experience developing service desk scorecards or KPI frameworks is preferred
Experience with workforce utilization/capacity reporting is preferred
Experience developing support staff toward advanced technical or Engineering roles is preferred
Familiarity with SOC 2, ISO 27001, PCI, CMMC, or similar compliance environments is preferred