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# Service Desk Manager - Secret Clearance

- **Company:** DUNHILL PROFESSIONAL SEARCH
- **Location:** Quantico, VA, United States
- **Salary:** $83,500.0 - $105,000.0
- **Contract:** Permanent contract
- **Skills:** Salesforce.Com, SC Clearance, Zendesk, Servicenow
- **Published:** September 7, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9147266/service-desk-manager-secret-clearance

## About the Role

* Associate's or Bachelor's degree, or Associate degree +2 years relevant experience, or 4 years relevant experience.
 * Secret Clearance
 * 3+ years of experience in customer-facing technical support or service desk role and 1+ years supervisory experience.
 * Strong customer service and de-escalation skills; experience handling escalated/upset customers.
 * Experience with CRM/ticketing platforms (Zendesk, Salesforce, Freshdesk, ServiceNow, etc.).
 * Excellent verbal and written communication skills.
 * Ability to multitask across channels (phone, email, chat) under time pressure.
 * Demonstrated ability to coach and motivate a customer-facing team.

Preferred Qualifications

 * Familiarity with SLA-driven, contractual support environments.
 * ITIL Foundation or customer service certification (e.g., HDI) a plus.

## Description

The Service Desk Manager oversees daily operations of the external-facing service desk, supporting customers/clients with product, technical, or account issues. This role combines hands-on customer support with team leadership - supervising analysts, managing ticket/call queues, and ensuring service levels and customer satisfaction targets are met., * Supervise, schedule, and mentor Service Desk Analysts/Agents handling customer calls, chats, and tickets.

 * Serve as the escalation point for complex, sensitive, or dissatisfied-customer issues.
 * Monitor queues (calls, chat, tickets) in real time to ensure SLAs and response-time targets are met.
 * Track and report on key metrics: CSAT/NPS, average handle time, first-contact resolution, SLA compliance, ticket backlog.
 * Monitor and support Tier 0 (self-service/chatbot) deflection effectiveness for external users.
 * Develop and maintain customer-facing support procedures, macros/canned responses, and knowledge base articles.
 * Handle escalated customer complaints professionally, aiming for first-contact resolution and retention.
 * Coach agents on product knowledge, communication skills, and de-escalation techniques.
 * Coordinate with Product, Engineering, and Account Management teams on recurring or high-impact customer issues.
 * Identify trends in customer inquiries and recommend process, product, or documentation improvements.
 * Administer the ticketing/CRM system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) - queue setup, routing rules, tagging.
 * Ensure compliance with SLAs defined in customer contracts and service agreements.
 * Support onboarding and training of new customer support agents.
 * Assist in after-hours/weekend coverage planning as needed for customer-facing support.
 * Work hours are either 6A-2P or 12P-8P ET


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