Service Desk Manager - Secret Clearance

Position Summary

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.

Key Responsibilities

• 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

Required Qualifications

• 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.

Location: Quantico, VA — on-site.

Clearance: Active Secret clearance required.

Compensation: $83,500 - $105,000 per year, depending on experience.

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