Multi-Site Service Desk Manager

The Service Desk Portfolio Manager is a senior, hands-on operations leader responsible for the health, performance, and consistency of service desk operations across every Shield-acquired MSP. This role does not replace the local Service Desk Managers at each ShieldCo, it elevates them. The Portfolio Manager is the connective tissue between Shield’s operations leadership, our internal AI team, and the service desk teams already running each acquired MSP.

The mission is simple, ensure every service board across the Shield portfolio is clean, well-managed, and continuously improving. That means consistent ticket hygiene, consolidated and trustworthy metrics, shared best practices across companies, and a strong feedback loop between the field and our AI and operations teams. This is a servant-leadership role, success is measured by how well the local managers and their teams perform, not by how visible the Portfolio Manager is.

This is a heavy-travel position. Roughly half of the time may be spent on-site at ShieldCo locations, working shoulder-to-shoulder with local service desk teams, observing operations firsthand, coaching managers, and identifying what to scale across the portfolio. All travel is fully covered by the company.