---
title: 'Service Desk Manager at Alliance Defending Freedom'
canonical: 'https://feeny.ai/job/service-desk-manager-alliance-defending-freedom-lansdowne-rh2tqad0br1m'
type: 'job'
last_seen: '2026-09-14'
---

# Service Desk Manager at Alliance Defending Freedom

- **Company:** Alliance Defending Freedom
- **Location:** Lansdowne, VA / Scottsdale, AZ / Dallas, TX
- **Compensation:** $92k–$148k
- **Posted:** 2026-07-21
- **Last confirmed live:** 2026-09-14
- **Apply:** https://job-boards.greenhouse.io/alliancedefendingfreedom/jobs/5363360008?gh_jid=5363360008

## Job description

Make a difference with us! At Alliance Defending Freedom, we believe God has brought you here for His purpose—to stand for truth and defend the God-given right to live and speak it. Together, we protect religious freedom, free speech, the sanctity of life, marriage and family, and parental rights. Review our [Statement of Faith](https://adflegal.org/about-us/careers/statement-of-faith/) to ensure we’re a fit for you.

Locations: Scottsdale, AZ / Lansdowne, VA / Dallas, TX

## Team Overview

In this role, you are responsible for managing the Service Desk function and IT Support team across our US and international offices. Our Service Desk team diagnoses, tracks, and resolves Tier 1 & 2 technical issues for the ministry staff, and escalates advanced technical support issues to Security, Infrastructure, and Engineering teams to address.

The ideal candidate is someone who excels at leading dispersed teams and isn't afraid to be hands-on tackling tickets alongside the team. You are passionate about providing excellent customer service to staff members, radiating Christ's character in all interactions. Lastly you are up for the challenge of moving the Service Desk from a reactionary IT function to a strategic department by driving innovation and process improvements.

## Key Responsibilities

- Manage and oversee a team of Technical Support Specialists, ensuring the Service Desk team is meeting stated service level agreements (SLAs) with excellence across the organization.
- Analyze Service Desk activities and develop tools and process improvements to optimize service and team performance, including daily, weekly, and monthly reports on Service Desk productivity.
- Be the key driver in supporting the ITSM framework and champion Continuous Improvement.
- Responsible for escalation and follow-up of Service Desk tickets, working to reduce or eliminate recurring tickets.
- Perform a high level of local support for onsite personnel as well as remote support using remote control tools. Supported platforms include all ministry software, hardware, and network systems.
- Coordinate with Team Leads, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies.
- Determine the root cause of problems and identify workarounds or permanent fixes, ensure workarounds and permanent fixes are documented and communicated.
- Ensure effective and prompt communication throughout the process of all Service Desk cases.
- Manage and track inventory for assets (PCs, phones, Macs, iPads, etc.) and consumables (cameras, keyboard/mouse, monitors, etc.)
- Ensure inventory levels (min/max) are being kept and updated per location, and update those levels as needed.
- Create, update, and enforce the use of standard operating procedures and policies by all team members.
- Leverage AI-assisted support tools and automation to improve first-contact resolution and reduce average handle time.
- Maintain, expand, and champion the self-service knowledge base to empower end users and reduce recurring, repetitive tickets.
- Travel to various US and European offices.

As a Team Leader you will:

- Act as a servant leader by training, encouraging, coaching, and developing your Team Members. Foster a spirit of trust and innovation in your team.
- Meet regularly with your Team Members to discuss their progress and complete Career Path Discussions.
- Approve PTO requests, time cards, and expense reports.

## Minimum Qualifications

- Bachelor’s degree in computer science, information technology, or a related field or equivalent experience.
- 5+ years experience in desktop/systems support or IT service management, as well as 2+ years of supervisory experience.

## Preferred Qualifications

- ITIL Foundation certification preferred
- Excellent written and verbal communication skills and ability to communicate effectively with end-users in non-technical terms.
- Proven technical troubleshooting and problem-solving skills.
- Experience with Microsoft, Linux, Windows and iOS and other common operating systems and software applications.
- Familiarity with AI-assisted support and productivity tools (e.g., Claude, Copilot, or similar).
- Ability to travel as needed (~10-15%)

Pay & Benefits

At Alliance Defending Freedom, we offer a competitive compensation and benefits package to support your well-being and growth. While we do not disclose specific salary ranges, our compensation is competitive with top non-profit law firms. Our benefits include 100% covered medical and dental insurance, medical and dependent care reimbursement, paid disability, long-term care, life insurance, and a 401(k) plan with a 4% company match. We prioritize work-life balance with paid time off and 12 paid holidays each year.

Want to Know More About ADF?

This salary range is reflective of a position based in Lansdowne, VA. This range is a good-faith estimate, and the actual salary may vary based on the candidate’s experience, skills, qualifications, and office location.

Virginia Salary Range $92,000—$147,900 USD

## About Alliance Defending Freedom

## Company Overview
- **One-liner**: Alliance Defending Freedom (ADF) is the world’s largest legal organization dedicated to protecting religious freedom, free speech, the sanctity of life, marriage and family, and parental rights through litigation, advocacy, and attorney training.
- **Entity Type**: Private (501(c)(3) religious nonprofit)
- **Headquarters**: Scottsdale, AZ, USA (with additional offices in Lansdowne, VA; Washington, D.C.; Lawrenceville, GA; and Dallas, TX)
- **Founded**: 1994
- **Founders**: A coalition of more than 30 prominent Christian leaders

## Core Business
- **Primary industry**: Legal advocacy and public-policy litigation
- **Target customers**: Clients (individuals, churches, ministries) defending religious liberty and free speech; allied attorneys and law students; donors (Ministry Friends); and the broader alliance of partner organizations.
- **Mission**: To keep the door open for the gospel by advancing every person’s God-given right to live and speak the truth. ADF pursues strategic victories in law, policy, and the public square.

## Products & Services
- **Direct Litigation (Legal Representation)**: ADF takes cases pro bono for clients whose God-given rights are threatened. It has won nearly 80% of its cases, including 20 victories at the U.S. Supreme Court.
- **Attorney Network & Training**: Over 5,300 allied attorneys worldwide who receive training, mentorship, and resources to advance religious freedom in their own jurisdictions.
- **ADF Action & ADF Church & Ministry Alliance**: Advocacy and educational arms that equip pastors, churches, and ministry leaders in defending their constitutional rights.
- **Viewpoint Diversity Score Business Index**: A tool that rates Fortune 100 companies on their respect for free speech and religious liberty, used to encourage corporate policy change.
- **Blackstone Legal Fellowship**: A high‑profile summer legal training program for law students, preparing the next generation of constitutional lawyers.

## Market Standing
- **Valuation/Market Cap**: Not applicable (nonprofit); annual revenue not publicly disclosed.
- **Key Metric**: Total network of 5,300+ allied attorneys; 20 U.S. Supreme Court victories; ~80% overall win rate.
- **Notable Donors/Partners**: Fully funded by private donations (Ministry Friends); no government funds. Partners include a wide alliance of Christian ministries, churches, and individual supporters. ADF does not charge clients for representation.
- **Growth Signals**: Five U.S. offices; continued expansion of the attorney network; recent Supreme Court wins (e.g., *303 Creative v. Elenis*); increasing visibility through the Viewpoint Diversity Score Business Index.

## Competitive Advantages
- **Scale**: World’s largest legal organization focused on religious liberty and family rights.
- **Track Record**: Unmatched Supreme Court success (20 wins) and an ~80% overall case‑win rate.
- **Attorney Network**: A ready‑made force of over 5,300 allied lawyers who can be deployed nationwide.
- **Strategic Patience**: The “generational wins” approach seeks lasting legal and cultural change rather than short‑term victories.
- **Funding Model**: No government or corporate strings attached – fully donor‑supported, enabling principled litigation.

## Strategic Focus
- **Five Generational Wins**: Protecting religious freedom, free speech, the sanctity of life, marriage and family, and parental rights.
- **Policy & Corporate Engagement**: Expanding influence beyond the courtroom via the Viewpoint Diversity Score and corporate‑affairs initiatives.
- **Training the Next Generation**: Scaling the Blackstone Legal Fellowship and other attorney‑training programs to ensure long‑term bench strength.
- **Global Reach**: Expanding the alliance model internationally through allied attorneys and partnerships.

## Why Work Here
- **Culture & Mission**: A faith‑based, collaborative environment where employees are encouraged to grow spiritually and professionally. Daily chapel, prayer gatherings, and a full‑time chaplain are central to the workday.
- **Work‑Life Balance**: Generous paid time off (PTO), 12 paid holidays, maternity/paternity/adoption leave, and free personal finance advisory services.
- **Compensation & Benefits**: 100% employer‑paid medical and dental premiums for employee and family; health savings account with employer contribution; 401(k) with 4% match; life, AD&D, disability, and long‑term care insurance; access to a vast library of online professional education courses.
- **Office & Flexibility**: Five U.S. offices (Scottsdale, AZ; Lansdowne, VA; Washington, D.C.; Lawrenceville, GA; Dallas, TX). Roles are generally office‑based; the interview process includes an in‑person final round.
- **Interview Process**: Typically 3–4 weeks, involving a recruiter screen, a deeper discussion with the hiring manager, and a final day of multiple in‑person interviews.
- **Employment Requirement**: All team members must share and uphold ADF’s Statement of Faith, grounded in the Apostles’ Creed and historic Christian tradition.

## Sources
1. [ADF Careers Page](https://adflegal.org/careers/)
2. [ADF About Us](https://adflegal.org/about/)
3. [ADF Homepage](https://adflegal.org/)
4. [ADF Career Opportunities](https://adflegal.org/careers/career-opportunities/)
5. [ADF LinkedIn](https://www.linkedin.com/company/alliance-defending-freedom)

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