Senior Manager, Service Desk

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.

We’re hiring for a hybrid role. You’ll work on-site with your team several days each week (typically 2-3), with the specific days set by your manager. Because regular in-person collaboration is central to this job, we look for candidates who live within about 50 miles of the office. Everfox will consider reasonable accommodation as required by law.

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…