Full-Time/Part-Time Full-Time
Description RiVidium is seeking a Service Desk Director to support our planned MODES III team supporting Military Community and Family Policy (MC&FP). This role supports IT, Cybersecurity, and Data Operations - Core Operations and helps deliver mission-focused outcomes for service members, families, and related stakeholders. Executes PWS C.5.3.5 helpdesk operations; provides Tier I/II support, ticket escalation, and service-level compliance monitoring. This position is contingent upon contract award.
Key Responsibilities - Lead 24/7/365 service desk operations supporting customer issues across systems, websites, applications, and digital services.
- Oversee shift performance, ticket flow, reporting, customer experience, and support process maturity.
- Guide SOP development, knowledge base practices, outage communications, and support metrics.
- Coordinate with technical leads and customer stakeholders to improve support quality and responsiveness.
Basic Qualifications - Bachelor's degree in a relevant discipline or equivalent professional experience.
- Experience supporting operational or technical environments with shift-based or on-call expectations.
- Ability to satisfy applicable Government personnel security requirements for the assigned role. For IT and cybersecurity workforce positions, applicable DoD 8140 training and certification requirements will apply upon award.
- Strong communication, teamwork, and documentation skills in a mission-focused delivery environment.
Preferred Qualifications - Experience supporting 24/7/365 operations, ticketing workflows, knowledge bases, and customer support metrics.
- Ability to troubleshoot across applications, accounts, and infrastructure while maintaining service continuity.
- Experience supporting account lifecycle actions, outage communications, and operational SOPs.
Work SettingThis role is expected to support work in the Alexandria, Virginia area, with on-site support at the DoD Mark Center or other customer-approved locations as required. Expected schedule includes 24/7/365 shift support, including nights, weekends, and holidays as required.
This position is currently accepting applications. 
