Service Desk Manager - Cleared Delivery
About The Position
The Service Desk Manager leads an on-premises service desk team supporting classified and SCIF-based environments across multiple cleared client programs. The role owns day-to-day service desk performance, including incident resolution, escalation management, service quality, metrics, and reporting. The manager serves as the senior escalation point for complex or sensitive issues and represents the team in client-facing settings. The position supervises and develops Service Desk Analysts, manages client relationships and expectations, and maintains operational documentation and service performance reporting. It also administers and optimizes Jira Service Management, uses Kaseya VSA to monitor and manage Windows endpoints, and uses Tanium for endpoint visibility, patch enforcement, compliance reporting, and threat detection. Tool configurations must align with security policies, change management processes, and client-specific requirements. The role operates primarily in a classified office environment, with SCIF access as required by client programs. It involves regular interaction with clients, internal teams, and government stakeholders through in-person meetings, phone, and video. The position may involve access to information subject to ITAR or EAR export control regulations.
Requirements
- Bachelor's degree in computer science, Information Technology, Cybersecurity, or a related field from an accredited institution, or an equivalent combination of technical experience and demonstrated competency.
- At least 5 years of IT service desk experience, including at least 2 years in a supervisory or lead role in a cleared or classified environment.
- Active TS/SCI with Polygraph clearance at time of hire.
- Security+ or equivalent DoD 8570.01-M IAT/IAM Level II or higher certification.
- Demonstrated experience managing escalations in SCIF or on-premises classified environments.
- Proficiency with Jira Service Management for ITSM operations, queue management, and reporting.
- Strong client-facing communication skills and ability to engage confidently with government stakeholders at multiple levels.
- Ability to develop and present service metrics, performance dashboards, and trend analysis.
- Strong documentation skills, including the ability to produce and maintain SOPs and escalation playbooks.
Nice To Haves
- Experience supporting on-premises classified environments governed by NISPOM, NIST RMF, or ICD 503.
- Experience with Kaseya VSA for remote monitoring, policy automation, and agent management.
- Experience with Tanium for endpoint visibility, patching, and compliance reporting.
- Familiarity with ISSO/ISSM coordination in classified program environments.
- ITIL Foundation certification or equivalent service management framework experience.
- Experience with ServiceNow or other ITSM platforms in addition to Jira.
- Knowledge of disaster recovery and continuity of operations planning for classified systems.
- Experience with Windows Server, Active Directory, and group policy in accredited environments.
- Experience with Azure Government, Azure Secret, or Microsoft IL5/IL6 environments.
Responsibilities
- Oversee daily service desk operations across on-premises and SCIF environments, ensuring timely incident and service-request resolution in accordance with SLAs.
- Serve as the senior escalation point for unresolved, complex, or client-sensitive tickets; lead root cause analysis and corrective actions.
- Coordinate cross-functional escalations with engineers, system administrators, and ISSOs when elevated access, security review, or architectural remediation is needed.
- Maintain queue hygiene and analyst workload balance; monitor ticket aging and escalate issues to leadership as appropriate.
- Represent the service desk in client-facing status briefings, incident reviews, and service performance discussions with government stakeholders.
- Communicate with cleared clients, manage expectations during high-impact incidents, provide timely status updates, and build trusted relationships at assigned sites.
- Develop and maintain service desk metrics, including ticket volume, resolution time, SLA adherence, first-contact resolution, and escalation trends.
- Produce and present recurring performance reports, charts, and dashboards for internal leadership and client delivery reviews.
- Maintain current SOPs, runbooks, known error articles, and escalation workflows.
- Use Jira Service Management for ITSM operations, workflow configuration, queue management, and reporting; ensure platform data integrity.
- Directly supervise Service Desk Analysts and provide coaching, feedback, and development guidance.
- Identify training needs and coordinate technical and professional development opportunities aligned with role requirements and certifications.
- Build a service culture grounded in accountability, client focus, and continuous improvement.
- Participate in hiring decisions and onboarding for service desk staff.
- Administer and optimize Jira Service Management for ticket tracking, automation, SLA configuration, and reporting workflows.
- Use Kaseya VSA for Windows endpoint monitoring and management, including policy automation, scripted remediation, and agent lifecycle management across cleared sites.
- Use Tanium for endpoint visibility, patch enforcement, compliance reporting, and threat detection; integrate findings into service desk workflows and escalations.
- Ensure tooling configurations align with security policies, change management processes, and client-specific requirements.
Benefits
- Health and dental benefits through BCBS and Ameritas.
- Vision benefits through VSP.
- 401(k) with company matching.
- 10 days' vacation.
- 7 days of sick time.
- Bonuses and salary increase potential through the certifications plan.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
