Service Desk Manager - Cleared Delivery

Summit 7 Systems•Herndon, VA

7d•Onsite

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 manager is accountable for day-to-day service desk performance, incident resolution, escalation management, service quality, service metrics, and reporting. The role serves as the senior escalation point for complex or sensitive issues and represents the team in client-facing settings, including discussions with government stakeholders. Success requires technical fluency, organizational discipline, and the ability to build trusted relationships with cleared clients and internal stakeholders. The position supervises Service Desk Analysts and oversees service desk tools and workflows, including Jira Service Management, Kaseya VSA, and Tanium. Work takes place primarily in a classified office environment, with SCIF access as required by client programs. Regular interaction with clients, internal teams, and government stakeholders occurs in person, by phone, and by video. The role may involve access to information subject to U.S. export control laws. The position is full-time and exempt, located in Virginia, and requires an active TS/SCI with Polygraph clearance at the time of hire. The listed salary range is $100,000–$160,000, dependent upon qualifications. Summit 7 describes its work as supporting protection of the U.S. defense industrial base from cyber threats and offers health, dental, vision, and retirement benefits, vacation and sick time, and potential bonuses and salary increases through its certifications plan.

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.
At least 2 years in a supervisory or lead role in a cleared or classified environment.
Active TS/SCI with Polygraph clearance required at the 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 the ability to engage confidently with government stakeholders at multiple levels.
Demonstrated ability to develop and present service metrics, performance dashboards, and trend analysis.
Proven 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 alignment with established SLAs.
Serve as the senior escalation point for unresolved, complex, or client-sensitive tickets; drive root cause analysis and corrective actions to prevent recurrence.
Coordinate cross-functional escalations with engineers, system administrators, and ISSOs when elevated access, security review, or architectural remediation is needed.
Maintain queue hygiene and balance analyst workloads; monitor ticket aging and escalate appropriately to leadership.
Represent the service desk in client-facing status briefings, incident reviews, and service performance discussions with government stakeholders.
Communicate clearly and professionally with cleared clients, including program managers, ISSOs, and site leadership.
Manage client expectations during high-impact incidents and provide timely, accurate status updates throughout the incident lifecycle.
Build and sustain trusted working relationships with client personnel at assigned sites.
Develop and maintain metrics covering ticket volume, resolution time, SLA adherence, first-contact resolution rate, and escalation trends.
Produce performance reports, charts, and dashboards for internal leadership and client delivery reviews, and present findings clearly and concisely.
Maintain current documentation, including standard operating procedures, 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, providing coaching, performance 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 remote monitoring and management of Windows-based endpoints, including policy automation, scripted remediation, and agent lifecycle management across distributed cleared sites.
Use Tanium for real-time endpoint visibility, patch enforcement, compliance reporting, and threat detection; integrate findings into service desk workflows and escalation procedures.
Ensure tooling configurations align with security policies, change management processes, and client-specific requirements.