PROGRAM OVERVIEWRIVA is pursuing a Department of Commerce 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.
This effort delivers scalable, customer-focused IT service desk and contact center support, including Tier 0-3 support, incident and request management, knowledge management, and end-user services. The program will leverage ITSM tools such as ServiceNow to improve operational efficiency, strengthen reporting, increase first-call resolution, and enhance the overall user experience for the DOC workforce.
The Tier 3 Service Desk Lead will provide senior-level technical leadership across the service desk environment, serving as an escalation point for complex incidents, advanced troubleshooting, problem resolution, and technical quality across all support tiers.
POSITION OVERVIEWRIVA is seeking an experienced Tier 3 Service Desk Lead to provide expert-level technical support and leadership for a federal enterprise service desk environment. This individual will be responsible for resolving complex, multi-tier technical issues; overseeing escalated incidents and problems; supporting root-cause analysis; and ensuring technical quality, consistency, and continuous improvement across all support tiers.
The ideal candidate has deep hands-on experience administering Microsoft 365, Azure services, Active Directory, Entra ID, ServiceNow, PowerShell, and enterprise IT operations. This role requires a highly technical leader who can troubleshoot complex issues, guide lower-tier support teams, collaborate with engineering and cybersecurity teams, and develop technical procedures, knowledge articles, and troubleshooting documentation.
This position requires onsite support in Washington, DC and an active Top Secret clearance.
This is a contingent hire role on a federal proposal opportunity.
CORE RESPONSIBILITIESTier 3 Technical Support & Escalation Leadership
- Serve as the senior technical escalation point for complex incidents, service requests, and problem resolution across the service desk environment.
- Provide expert-level troubleshooting for Microsoft 365, Azure services, Active Directory, Entra ID, ServiceNow, and enterprise IT systems.
- Resolve complex, multi-tier technical issues requiring advanced diagnostic, analytical, and troubleshooting skills.
- Support lower-tier service desk teams by providing technical guidance, escalation support, and troubleshooting direction.
- Ensure technical quality, consistency, and accuracy across all support tiers.
- Monitor escalated ticket queues and ensure timely resolution in alignment with service-level expectations and customer priorities.
Microsoft 365, Azure & Identity Administration
- Administer Microsoft 365 and Azure services, including tenant management, identity and access configuration, security controls, and service health monitoring.
- Support Exchange Online, Microsoft Teams, SharePoint Online, Azure AD/Entra ID, and related cloud productivity services.
- Troubleshoot authentication, access, permissions, licensing, synchronization, and service configuration issues.
- Support identity lifecycle operations, role-based access, conditional access, multifactor authentication, and cloud identity integrations.
- Coordinate with cybersecurity and infrastructure teams to ensure Microsoft 365 and Azure services are securely configured and operationally effective.
- Support continuous improvement of cloud administration processes, controls, and technical documentation.
Active Directory & Enterprise Systems Administration
- Perform advanced Active Directory administration, including group policy management, OU design, account lifecycle operations, authentication troubleshooting, and directory service support.
- Troubleshoot issues involving user accounts, groups, permissions, domain services, GPOs, hybrid identity, and authentication workflows.
- Support integration between on-premises identity services and cloud identity platforms.
- Provide advanced support for account provisioning, deprovisioning, access changes, and identity-related incidents.
- Analyze recurring identity and access issues and recommend process or configuration improvements.
- Ensure administration activities align with security, compliance, and operational standards.
ServiceNow ITSM Support & Optimization
- Serve as a senior or lead ServiceNow technician supporting ITSM operations and service desk workflows.
- Configure, troubleshoot, and optimize ServiceNow modules, including Incident, Problem, Change, Knowledge, and Request Fulfillment.
- Support ticket workflow improvements, routing rules, categorization, assignment groups, notifications, dashboards, and reporting.
- Identify opportunities to improve ITSM processes, service delivery efficiency, and user experience.
- Partner with service desk leadership to improve data quality, reporting accuracy, and process adherence within ServiceNow.
- Support knowledge management and service catalog improvements to increase self-service adoption and first-contact resolution.
PowerShell Automation & Technical Operations
- Use PowerShell scripting to automate administrative tasks, perform bulk operations, support system integrations, and improve operational efficiency.
- Develop scripts to support Microsoft 365, Azure, Active Directory, Exchange Online, Teams, SharePoint Online, and other enterprise administration functions.
- Troubleshoot script execution, permissions, automation workflows, and integration issues.
- Maintain reusable scripts, documentation, and automation standards to support repeatable operations.
- Identify manual processes that can be improved through automation.
- Ensure scripts and automation activities follow security and change management standards.
Incident, Problem & Root-Cause Resolution
- Lead technical troubleshooting and resolution of high-impact, complex, or recurring incidents.
- Coordinate with engineering, cybersecurity, infrastructure, application, and service desk teams to resolve escalated issues.
- Support root-cause analysis for recurring or high-priority incidents and recommend corrective actions.
- Document findings, resolution steps, lessons learned, and process improvements.
- Ensure incident and problem records are accurate, complete, and aligned with ITIL-based processes.
- Support operational reviews, trend analysis, and continuous improvement initiatives.
Documentation, Knowledge Management & Continuous Improvement
- Develop and maintain technical procedures, knowledge articles, troubleshooting guides, escalation documentation, and standard operating procedures.
- Provide technical input to improve service desk documentation, training materials, and support playbooks.
- Identify knowledge gaps across support tiers and create documentation to improve consistency and resolution quality.
- Support knowledge transfer and mentoring for Tier 1, Tier 2, and other technical support staff.
- Promote continuous improvement across service desk operations, technical escalation processes, and enterprise IT support practices.
- Ensure documentation remains accurate, current, and accessible to authorized support teams.
MINIMUM QUALIFICATIONS- Bachelor's degree in information technology, Computer Science, Information Systems, Cybersecurity, or a related field.
- Extensive experience administering Microsoft 365 and Azure services, including tenant management, identity and access configuration, security controls,
- Exchange Online, Teams, SharePoint Online, and Azure AD/Entra ID.
- Advanced experience with Active Directory administration, including group policy management, OU design, account lifecycle operations, authentication troubleshooting, and integration with cloud identity services.
- Proven experience as a senior or lead ServiceNow technician with the ability to configure, troubleshoot, and optimize ITSM modules such as Incident,
- Problem, Change, Knowledge, and Request Fulfillment.
- Practical knowledge of PowerShell scripting, including the ability to automate administrative tasks, perform bulk operations, and support system integrations.
- Demonstrated success resolving complex, multi-tier technical issues and serving as an escalation point for lower-tier support teams.
- Experience coordinating with engineering, cybersecurity, infrastructure, and service desk teams to resolve high-impact incidents and drive root-cause analysis.
- Strong background in enterprise IT operations, including monitoring, diagnostics, incident response, problem management, and adherence to ITIL-aligned processes.
- Documented ability to develop and maintain technical procedures, knowledge articles, troubleshooting guides, and standard operating procedures.
- Strong analytical, troubleshooting, communication, and documentation skills.
- Ability to operate effectively in a high-visibility federal IT support environment.
- U.S. Citizenship required with an active Top Secret clearance.
PREFERRED QUALIFICATIONS- ITIL v4 Foundation certification or comparable IT service management certification.
- Microsoft certifications such as Microsoft 365 Administrator, Azure Administrator Associate, Identity and Access Administrator Associate, or comparable credentials.
- ServiceNow certification or formal ServiceNow administrator/implementation training.
- Experience supporting Department of Commerce, OCIO, or federal civilian IT environments.
- Experience supporting enterprise service desk or contact center environments with Tier 0-3 support structures.
- Experience with hybrid identity environments, including on-premises Active Directory and Entra ID integration.
- Experience supporting Exchange Online, Teams, SharePoint Online, Intune, endpoint management, or Microsoft security and compliance tools.
- Experience creating ServiceNow dashboards, reports, workflows, assignment rules, knowledge articles, and service catalog items.
- Experience mentoring lower-tier support staff and improving technical escalation processes.
- Experience supporting performance-based contracts with SLAs, KPIs, service metrics, and recurring customer reporting.
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
$120,000-$150,000 USD
