Service Desk Manager

Everfox•Herndon, VA

12d•$163,900 - $198,300•Hybrid

About The Position

The Service Desk Manager provides strategic and operational leadership for Everfox’s IT Service Desk, ensuring secure, reliable, and customer‑focused IT support across the enterprise. This role owns the end‑user support experience, service quality, operational performance, and continual service improvement. The manager leads a team responsible for incident, request, problem, and knowledge management, while partnering closely with Infrastructure, Networking, Security, Applications, and business stakeholders to deliver high‑performing IT services that meet organizational and regulatory requirements.

Requirements

Demonstrated experience managing IT Service Desk operations in a complex enterprise environment.
Strong understanding of ITIL practices including Incident, Problem, Change, Request, Knowledge, and Service Level Management.
Experience leading major incidents, root‑cause analysis, and improvement initiatives.
Proficiency with enterprise ITSM platforms (Jira Service Management, ServiceNow, etc.).
Experience supporting Microsoft enterprise technologies, endpoint management, and modern workplace platforms.
Strong analytical and decision‑making skills with the ability to interpret operational trends.
Excellent customer relationship management and executive communication capabilities.
Ability to operate effectively within regulated environments (CMMC, NIST, ITAR, etc.).
Strong leadership skills with the ability to coach, mentor, and develop a high‑performing technical support team.

Nice To Haves

ITIL v4 Managing Professional, Practice Manager, or equivalent certification preferred.
Experience supporting regulated, cybersecurity‑focused environments highly desirable.

Responsibilities

Develop and execute the Service Desk strategy aligned with organizational and IT objectives, ensuring scalable and mature ITSM practices.
Lead operational delivery of Incident Management, Request Fulfillment, Major Incident Management, Problem Management, and Knowledge Management.
Ensure timely resolution of incidents and requests, consistently meeting or exceeding SLA targets.
Serve as Major Incident Manager for critical outages, coordinating technical teams and executive communications.
Conduct post‑incident reviews and root‑cause analysis to drive service reliability improvements.
Partner with IT leadership to strengthen ITIL‑based service management processes, workflow optimization, and service catalog maturity.
Oversee Service Desk use of Jira Service Management or similar ITSM platforms, ensuring accurate, efficient workflows.
Champion a customer‑first culture with measurable improvements in customer satisfaction, feedback insights, and self‑service adoption.
Manage operational support for endpoint lifecycle management including provisioning, deployment, replacement, retirement, and remote support.
Collaborate with Infrastructure and Security teams on endpoint technologies (Intune, Autopilot, endpoint security, software deployment).
Ensure compliance with CMMC, NIST, ITAR, and regulated environment requirements across all Service Desk operations.
Maintain secure operational procedures for identity verification, privileged access requests, and handling CUI.
Build and maintain knowledge management standards that increase first‑contact resolution and self‑service usage.
Leverage automation and AI‑enabled capabilities to reduce manual effort, improve routing accuracy, and enhance reporting.
Produce dashboards and performance reporting for IT leadership; identify trends, risks, staffing needs, and improvement opportunities.
Manage vendor relationships, participate in budget planning, and support forecasting and license optimization for end‑user technologies.