Service Desk Manager

Intelligent. Dynamic. Resilient. 

Everfox, formerly Forcepoint Federal, has been defending the world’s most critical data and networks against the most complex cyber threats imaginable for more than 25 years. As trailblazers in defense-grade, high assurance cyber security, we have been leading the way in developing and delivering innovative cyber security technology. We protect data wherever it resides. Our unwavering dedication and commitment to our customers and the critical missions they serve are what set us apart. We are dynamic, vigilant, and proactive in everything we do. Our suite of cross domain, threat protection and insider risk solutions empower governments and enterprise organizations to use data safely - where and however their people need it. At Everfox, we innovate, we invest, we achieve. We protect what matters most to our customers. And we offer protection like no other. We do all of this so our customers can focus on what matters most… their mission.

Position: Service Desk Manager 

Location: Herndon, VA, USA 

About Us:

A Proven Leader in Defense-grade Zero Trust Security, Everfox brings more than 20 years of expertise supporting the unique and complex missions and objectives undertaken by the people who protect national security and mission critical information. Intelligence communities, defense departments, and civilian agencies require rapid, accurate, and secure ways to support their data-driven missions. Everfox solutions bring together data security, network, web, and cloud security; threat protection; advanced monitoring; Cross Domain protection and Zero Trust control to empower agencies to use data where and how your people need it safely. Our mission is to simplify security and protect data wherever it resides. The Everfox portfolio of cybersecurity solutions are designed to meet the most stringent security requirements and mission objectives. 

Role Overview:

The Service Desk Manager is responsible for the strategic leadership and operational management of the IT service desk. This role is instrumental in delivering exceptional IT support, driving customer satisfaction, and optimizing service delivery efficiency. The successful candidate will oversee a team of service desk analysts, ensuring adherence to service level agreements (SLAs), and fostering a culture of continuous improvement. 

Responsibilities: 

• Strategic Leadership: Develop and execute the service desk strategy aligned with overall business objectives. Identify opportunities for service desk innovation and automation. 

• Team Management: Build and develop a high-performing service desk team through effective recruitment, training, coaching, and performance management. Foster a positive and collaborative team culture. 

• Service Delivery Excellence: Ensure efficient and timely resolution of IT incidents and service requests. Monitor key performance indicators (KPIs) to measure service desk performance and identify improvement areas. 

• Process Optimization: Continuously analyze and refine service desk processes to enhance efficiency, reduce costs, and improve customer satisfaction. Implement industry best practices, such as ITIL. 

• Incident Management: Lead incident response and management, minimizing service disruptions and ensuring timely resolution of critical issues. 

• Knowledge Management: Build and maintain a comprehensive knowledge base to empower end-users and improve self-service capabilities. 

• Customer Focus: Cultivate strong relationships with internal and external customers. Gather and analyze customer feedback to enhance service delivery. 

• Reporting and Analytics: Generate actionable insights through data analysis to inform decision-making and drive continuous improvement. 

Required Skills and Qualifications: 

• Proven experience in managing IT service desk operations in a complex environment. 

• Strong leadership and interpersonal skills with the ability to build and motivate teams. 

• In-depth knowledge of ITIL frameworks and best practices 

• Excellent problem-solving, analytical, and decision-making abilities 

• Strong customer focus and ability to build effective relationships. 

• Proficiency in service desk ticketing systems and IT service management tools 

• Experience with performance management metrics and reporting. 

• Bachelor’s degree in information technology, Computer Science, or a related field 

• ITIL certifications (e.g., ITIL Expert) preferred. 

A reasonable estimate of the base salary range for this role is:

The actual salary offered may vary within the range based on a candidates' unique experience, locale, and business needs. In addition to a base salary and bonus plans, Everfox offers a generous benefits package including flexible PTO, a 401k match, and contribution to healthcare coverages. Our talent acquisition team will provide specific information regarding bonus eligibility and benefits offerings.

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Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Everfox is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.

The policy of Everfox is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to g2hr@forcepointgov.com 

Everfox is a Federal Contractor. Certain positions with Everfox require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.

Applicants must have the right to work in the location to which you have applied.