Service Desk Manager - Cleared Delivery

Summit 7 Systems; Herndon (VA); On-site; USD 100,000 - 160,000; Full time

Benefits offered by this job

Health and dental benefits

Vision benefits

401k with company matching

10 days vacation + 7 days sick leave

Bonuses and certification-based raises

Job summary

Summit 7 Systems, LLC is seeking a Service Desk Manager to lead on-premises support across SCIF environments, ensuring incident resolution and service quality. You will act as the senior escalation point, own metrics, and represent the team in client-facing settings with cleared government stakeholders.

The role requires deep technical fluency, organizational discipline, and the ability to build trusted relationships with clients and internal teams. TS/SCI with Polygraph is required at hire.

Qualifications

• Bachelor's degree or equivalent combination of technical experience.
• 5+ years IT service desk experience with at least 2 years in a supervisory role in cleared/classified environments.
• Active TS/SCI with Polygraph clearance at time of hire.
• Security+ or DoD 8570.01-M IAT/IAM Level II or higher certification.
• 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 for government stakeholders at multiple levels.
• Ability to develop and present service metrics, dashboards, and trend analysis.
• Documentation skills to produce SOPs and escalation playbooks.

Responsibilities

• Oversee daily service desk operations across on-premises and SCIF environments, ensuring timely incident resolution.
• Serve as senior escalation point for complex tickets; drive root-cause analyses and preventive actions.
• Coordinate with engineers, system admins, and ISSOs on escalations needing elevated access or security review.
• Maintain queue hygiene and balance workload across analysts; monitor ticket aging and escalate as needed.
• Represent the service desk in client-facing interactions, including status briefings with government stakeholders.
• Communicate clearly with cleared clients at all levels, manage expectations during high-impact incidents.
• Produce recurring performance reports, dashboards, and charts for leadership and delivery reviews.
• Maintain up-to-date SOPs, runbooks, and escalation playbooks; ensure data integrity in ITSM tooling.
• Lead and mentor Service Desk Analysts; support training and professional development.

Skills

IT service desk leadership

Clearance environments

Client-facing communication

Incident management

Service metrics

Education

Bachelor's degree in Computer Science / IT / Cybersecurity or related field

Equivalent combination of technical experience

Tools

Jira Service Management

Kaseya VSA

Tanium

Job description

Position Title: Service Desk Manager

Position Type: Full-Time / Exempt

Clearance: TS/SCI with Poly Active

Location: Virginia

SOC Code: 15-1151

Salary*: $100,000-$160,000

*Dependent upon qualifications

Summit 7 is here to rise above the ordinary. The work we do here goes far beyond day-to-day projects - it further protects the US defense industrial base from cyber threats; fosters thought leadership and creates growth opportunities. Our support staff, sales team and technicians are all coming together to make a difference. We also recognize that you're a person with life beyond work, that's why we invest in these meaningful health and welfare benefits:

• Excellent health/dental benefits from BCBS and Ameritas
• See into the future with our luxurious VSP vision benefits
• Prepare for the long-haul courtesy of our 401k with company matching
• 10 days' vacation, 7 days sick time
• Bonuses and salary increase potential via our certifications plan

We do cool work here, defying expectations by simply being who we are - each of us makes an impact.

Position Overview

The Service Desk Manager leads the on-premises service desk team supporting classified and SCIF-based environments across multiple cleared client programs. This role is responsible for the day-to-day performance of the service desk, driving incident resolution, escalation management, and service quality. The Service Desk Manager serves as the senior escalation point for complex or sensitive issues, owns service metrics and reporting, and represents the team in client-facing settings. Success in this role requires deep technical fluency, strong organizational discipline, and the ability to build trusted relationships with cleared clients and internal stakeholders.

Key Responsibilities

Service Desk Management & Escalation

• Oversee daily service desk operations across on-premises and SCIF environments, ensuring timely resolution of incidents and service requests in alignment with established SLAs.
• Serves as the senior escalation point for unresolved, complex, or client-sensitive tickets; drives root cause analysis and implements corrective actions to prevent recurrence.
• Coordinates with engineers, system administrators, and ISSOs on cross-functional escalations requiring elevated access, security review, or architectural remediation.
• Maintains queue hygiene and workload balance across analysts; monitors ticket aging and escalates appropriately to leadership.

Client Engagement and Communication

• Represents the service desk in client-facing interactions, including status briefings, incident reviews, and service performance discussions with government stakeholders.
• Communicates clearly and professionally with cleared clients across all levels, including program managers, ISSOs, and site leadership.
• Manages client expectations during high-impact incidents; ensures timely and accurate status updates throughout the incident lifecycle.
• Builds and sustains trusted working relationships with client personnel at assigned sites.

Metrics, Reporting, and Documentation

• Develops and maintains service desk metrics, including ticket volume, resolution time, SLA adherence, first-contact resolution rate, and escalation trends.
• Produces recurring performance reports, charts, and dashboards for internal leadership and client delivery reviews; presents findings clearly and concisely.
• Maintains accurate and current documentation for standard operating procedures, runbooks, known error articles, and escalation workflows.
• Leverages Jira Service Management for ITSM operations, workflow configuration, queue management, and reporting; ensures data integrity across the platform.

Team Leadership and Development

• Directly supervises Service Desk Analysts; provides coaching, performance feedback, and ongoing development guidance.
• Identifies training needs and coordinates technical and professional development opportunities aligned to role requirements and certifications.
• Builds a service culture grounded in accountability, client focus, and continuous improvement.
• Participates in hiring decisions and onboarding for service desk staff.

Tooling and Platform Management

• Administers and optimizes Jira Service Management for ticket tracking, automation, SLA configuration, and reporting workflows.
• Leverages Kaseya VSA for remote monitoring and management of Windows-based endpoints; apply policy automation, scripted remediation, and agent lifecycle management across distributed cleared sites.
• Utilizes Tanium for real-time endpoint visibility, patch enforcement, compliance reporting, and threat detection; integrates findings into service desk workflows and escalation procedures.
• Ensures tooling configurations remain aligned with security policies, change management processes, and client-specific requirements.

Required Qualifications

• Bachelor's degree in computer science, Information Technology, Cybersecurity, or a related field from an accredited institution, OR equivalent combination of technical experience and demonstrated competency.
• 5+ years of IT service desk experience, with at least 2 years in a supervisory or lead role in a cleared or classified environment.
• Active TS/SCI with Polygraph clearance required 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; able 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; ability to produce and maintain SOPs and escalation playbooks.

Preferred Qualifications

• 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.

Work Environment

This role operates primarily in a classified office environment, including SCIF access as required by client programs. Regular interaction with clients, internal teams, and government stakeholders occurs via in-person meetings, phone, and video. This position may require access to information subject to ITAR/EAR export control regulations.

Export Control Notice

This position may involve access to information subject to U.S. export control laws, including the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR). Qualified applicants will be considered regardless of national origin or immigration status. If a candidate does not meet the definition of a "U.S. Person" (as defined in 22 CFR § 120.15), the company will assess whether an export license is required. If a license is required, any offer of employment will be contingent upon the candidate's eligibility for, and the company's ability to obtain, such a license in accordance with U.S. law. A "U.S. Person" includes U.S. citizens, lawful permanent residents, asylees, and refugees.

Summit 7 Systems, LLC. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.