Service Desk Manager - Secret Clearance

The Service DeskManageroversees 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 andmaintaincustomer-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. Identifytrends in customer inquiries and recommendprocess,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. Assistin 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'sdegree, orAssociatedegree +2 years relevant experience, or 4 years relevant experience. 3+ years of experience in customer-facing technical support or service desk roleand 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. Clearance: Active Secret clearance required. Compensation: $83,500 - $105,000 per year, depending on experience. #J-18808-Ljbffr Dunhill Professional Search & Government Solutions