PROGRAM OVERVIEWRIVA is pursuing a Department of Commerce (DOC) CATTS Service Desk opportunity supporting the Office of the Chief Information Officer in modernizing and centralizing enterprise IT service delivery across DOC and its bureaus.
The program will deliver scalable, customer-focused service desk and contact center support, including Tier 0-3 support, incident and request management, knowledge management, and end-user services. Using IT service management tools such as ServiceNow, the program will improve operational efficiency, strengthen reporting, increase first-call resolution, and enhance the overall user experience for the DOC workforce.
POSITION OVERVIEWRIVA Solutions, Inc. is seeking an experienced IT Service Desk Lead to oversee day-to-day service desk operations and ensure end users receive timely, effective IT support. This individual will lead service desk personnel, manage incident and request workflows, and drive continuous improvement in a performance-based environment aligned with ITIL 4 practices.
The Service Desk Lead will work closely with Government stakeholders, program leadership, technical teams, and vendors to maintain service quality, meet contractual requirements, and support the modernization of enterprise service delivery.
This is a contingent hire role on a federal proposal opportunity.
CORE RESPONSIBILITIES- Lead daily service desk operations, including ticket intake, triage, prioritization, assignment, escalation, and resolution.
- Supervise service desk personnel, assign responsibilities, establish priorities, and ensure successful completion of assigned tasks.
- Manage incident and service request processes in a performance-based environment aligned with ITIL 4 practices and contractual service requirements.
- Establish, assess, and re-engineer service desk processes using industry best practices to improve efficiency, consistency, and customer satisfaction.
- Monitor service-level agreements, ticket backlogs, response and resolution times, first-call resolution, and customer feedback; implement corrective actions as needed.
- Coordinate support across Tier 0-3 teams, end users, technical specialists, and vendors to resolve issues and maintain continuity of service.
- Oversee assigned technical, administrative, contractual, and financial activities in coordination with program leadership.
- Maintain regular communication with Government stakeholders to address operational needs, communicate service performance, and ensure alignment with contractual obligations.
- Develop and maintain standard operating procedures, escalation processes, knowledge articles, and training materials.
- Review operational reports and project deliverables for accuracy, quality, timeliness, and compliance with established requirements.
- Coordinate vendor activities and track deliverables to ensure effective integration with service desk operations.
- Apply independent judgment and analytical skills to resolve complex technical, administrative, and personnel issues.
MINIMUM QUALIFICATIONS- Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field; an equivalent qualification or qualifying project management certification, such as PMP or FAC-P/PM, may be accepted consistent with contract requirements.
- Minimum of five years of related experience in IT service delivery, service desk operations, or a similar field.
- Experience leading service desk personnel, coordinating workloads, and overseeing daily support operations.
- Demonstrated experience managing an incident management system in a performance-based environment aligned with ITIL 4 practices.
- Expert-level experience establishing or re-engineering service desks according to industry best practices.
- Experience monitoring service performance, managing escalations, and implementing operational improvements.
- Strong analytical, problem-solving, organizational, and communication skills.
- Ability to manage competing priorities and maintain productive relationships with customers, technical teams, and vendors.
- Active Top Secret security clearance. U.S. citizenship.
PREFERRED QUALIFICATION- HDI Support Center Manager certification or equivalent service desk management certification.
- Experience using ServiceNow to manage incidents, service requests, workflows, reporting, and knowledge resources.
- Experience supporting federal enterprise IT service desk or contact center operations.
- Experience supporting service desk transitions, centralization, or modernization initiatives.
- Experience coordinating support across multiple organizations, locations, or technical support tiers.
The salary or salary range for this role reflects an estimated range informed by multiple compensation factors. Final offers may vary based on considerations such as relevant experience, education and training, critical skillsets, and overall business needs.
Pay range
$125,000-$160,000 USD
