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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - Cleared Delivery - **Company:** The Summit - **Location:** Herndon, VA, United States - **Experience:** Experienced - **Salary:** $100,000.0 - $160,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, JIRA, Microsoft Azure, Cyber Security, Data Integrity, Disaster Recovery, IBM Service Management Framework, Identity and Access Management, Issue Tracking Systems, Intrusion Detection and Prevention, Windows Servers, Queue Management Systems, Runbook, Tanium Platform Expertise, Information Technology, National Industrial Security Program Operating Manual (NISPOM), Servicenow - **Published:** October 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b81158bd69a63f01 ## About the Role * 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. ## Description 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., Service Desk ManagementEscalation * 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., 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.