Senior Manager, Service Desk
100 Everfox Holdings, LLC
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Benefits offered by this job
Job summary
Everfox in Herndon, VA is seeking a Senior Manager, Service Desk to lead IT service delivery across the enterprise. You will own end-user support experience, service quality, and continual service improvement while partnering with Infrastructure, Security, Applications, and business stakeholders to meet regulatory requirements.
The role requires strong ITIL discipline, hands-on leadership, and a track record of managing incident, problem, and knowledge management.
Qualifications
- 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.
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.
Skills
Education
Tools
Job description
Trusted Connectivity for AI-Powered Dominance. Everfox delivers trusted connectivity to protect the world’s most critical environments and safeguard the sensitive data powering decision advantage. Built for mission-critical operations, Everfox protects what matters most by securing how data moves, how users access it, and how threats are neutralized across every domain. We enable mission speed and secure collaboration across networks, domains, and allies, while ensuring the data powering AI and advanced analytics remains trusted and protected. We don’t just defend systems; we deliver decision dominance.
Our Purpose. Protect what matters most by enabling organizations to operate security in the most complex and high-risk digital environments.
Our Vision. To be the most trusted authority in high-assurance cybersecurity, enabling secure collaboration across every domain.
Our Belief. Security should never limit mission success – it should enable it.
Our Promise. We deliver absolute confidence in environments where failure is not an option.
The Senior Manager, Service Desk 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.
Location: Herndon, VA, (Hybrid, 3 days per week)
- 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.
- 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.
- Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or related field.
- ITIL v4 Managing Professional, Practice Manager, or equivalent certification preferred.
- Experience supporting regulated, cybersecurity‑focused environments highly desirable.
A reasonable estimate of the base salary range for this role is: $163,900.00-198,300.00 USD The actual salary offered may vary within the range based on a candidates' unique experience, locale, and business needs.
In addition to a base salary and bonus plans, Everfox offers a generous benefits package including flexible PTO, a 401k match, and contribution to healthcare coverages.
Our Talent Acquisition team will provide specific information regarding bonus eligibility and benefits offerings.
Everfox is an equal employment opportunity employer and complies with all applicable federal, state, and local laws prohibiting discrimination.
Everfox does not discriminate against any employee or applicant based on race, color, religion, sex, age, national origin, disability, veteran status, marital status, medical condition, or any other category protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to humanresources@everfox.com.
Everfox is a Federal Contractor. Certain positions with Everfox require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be “U.S. Persons,” as defined in these regulations. Generally, a “U.S. Person” is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum. Applicants must have the right to work in the location to which you have applied. #LI-DO1
Trusted Connectivity for AI-Powered Dominance. Everfox delivers trusted connectivity to protect the world’s most critical environments and safeguard the sensitive data powering decision advantage. Built for mission-critical operations, Everfox protects what matters most by securing how data moves, how users access it, and how threats are neutralized across every domain. We enable mission speed and secure collaboration across networks, domains, and allies, while ensuring the data powering AI and advanced analytics remains trusted and protected. We don’t just defend systems; we deliver decision dominance.
Our Purpose. Protect what matters most by enabling organizations to operate security in the most complex and high-risk digital environments.
Our Vision. To be the most trusted authority in high-assurance cybersecurity, enabling secure collaboration across every domain.
Our Belief. Security should never limit mission success – it should enable it.
Our Promise. We deliver absolute confidence in environments where failure is not an option.
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