> Markdown version of [/jobs/ext/1916950-senior-manager-service-desk](https://www.wearedevelopers.com/jobs/ext/1916950-senior-manager-service-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Manager, Service Desk - **Company:** Everfox LLC - **Location:** Herndon, VA, United States - **Experience:** Expert - **Salary:** $163,900.0 - $198,300.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, JIRA, IT Management, Knowledge Management, Software Deployment, Enterprise Software Applications, Microsoft InTune, Information Technology, Deployment Automation, Performance Monitor, Servicenow - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=aee780b2119cec3b ## About the Role * 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. Key Education Requirements * 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. ## Description 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., * 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)