RIVA Solutions, Inc.
Join to apply for the
Help Desk Manager
role at
RIVA Solutions, Inc. 4 days ago Be among the first 25 applicants Join to apply for the
Help Desk Manager
role at
RIVA Solutions, Inc. Get AI-powered advice on this job and more exclusive features. Description
Be one of the first applicants, read the complete overview of the role below, then send your application for consideration.
Title:
Help Desk Manager
Location:
Washington, DC (On-Site)
Terms:
Full-Time
Clearance:
Top Secret / SCI Required
Travel:
0-10%
RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.
That's RIVA. Our employee-first approach has cultivated a culture that attracts the best and brightest. By investing in people first and providing a flexible work environment, our employees experience higher morale, increased productivity, and lower turnover. At RIVA, people are our #1 priority.
RIVA is seeking an experienced and dynamic
Help Desk Manager
to support the Department of Commerce (DOC). The ideal candidate will oversee daily Help Desk operations, ensuring exceptional service delivery, SLA adherence, team management, and support of SCIF operations within a classified environment.
Key Responsibilities Include
Manage daily operations of Tier I and Tier II help desk services, overseeing phone, email, and in-person support. Supervise and mentor Help Desk Specialists, ensuring service levels are met and customer satisfaction remains high. Serve as the escalation point for complex technical issues and ensure timely resolution. Monitor Help Desk ticket queues and maintain service performance metrics; generate daily, weekly, and monthly reports. Ensure all personnel accessing classified systems meet clearance, authorization, and need-to-know requirements. Manage SCIF and collateral space operations, including access control, visitor monitoring, and compliance with security protocols. Oversee COMSEC support functions including material handling, destruction records, and semi-annual inventories. Develop and maintain Standard Operating Procedures (SOPs) and Help Desk process documentation. Facilitate team scheduling to ensure coverage Monday-Friday, 7:00 am - 5:00 pm, including emergency response support. Support the organization’s incident, change, and problem management processes based on ITIL best practices. Coordinate with IT leadership to align Help Desk services with business and operational requirements. Manage VIP support services, ensuring rapid and thorough resolution of issues. Advise management on service improvements, customer feedback trends, and operational risks.
Requirements
Bachelor's Degree in Information Technology, Business Administration, or related field. Minimum 8+ years of IT help desk or technical support experience, including at least 3+ years in a leadership or managerial role. Strong knowledge of service desk operations, ITSM/ITIL frameworks, and performance management. Experience managing IT support teams in classified environments. Familiarity with Microsoft Windows OS, Active Directory, ticketing systems, and standard IT support tools. Exceptional leadership, customer service, and communication skills. Must have an active Top Secret / SCI clearance.
Preferred Skills And Experience
Experience supporting Department of Commerce (DOC) or similar federal agency environments. ITIL Foundations certification preferred. Experience supporting secure facilities (SCIF) operations. Industry certifications such as Security+, Network+, or PMP are preferred but not required.
Salary: Max of $110,000 a year, based on experience
RIVA Benefits
Health, Dental, and Vision Coverage Life Insurance Retirement Benefits / 401K with Company Matching HSA/FSA Spending Accounts Long- and Short-Term Disability Pet Insurance Wellness Program Initiatives RIVA Flex Additional Workplace Benefits
RIVA Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any protected class. If you need a reasonable accommodation to search for a job opening or to submit an online application, please email [email protected]. Only messages left for this purpose will be returned.Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionInformation Technology IndustriesIT Services and IT Consulting Referrals increase your chances of interviewing at RIVA Solutions, Inc. by 2x Get notified about new Help Desk Manager jobs in
Washington, DC . Tysons Corner, VA $110,000.00-$140,000.00 21 hours ago Sr. Support Center (Service Desk) Manager Tysons Corner, VA $73,800.00-$106,601.00 1 month ago Sr. Support Center (Service Desk) Manager Arlington, VA $73,800.00-$106,600.00 1 month ago Sr. Support Center (Service Desk) Manager Washington, DC $73,800.00-$106,601.00 1 month ago Washington, DC $57,400.00-$73,800.00 1 month ago Arlington, VA $57,400.00-$73,800.00 1 month ago Tysons Corner, VA $57,400.00-$73,800.00 1 month ago Sr. Support Center (Service Desk) Manager Arlington, VA $73,800.00-$106,600.00 1 month ago Rockville, MD $57,400.00-$73,800.00 1 month ago Sr. Support Center (Service Desk) Manager Rockville, MD $73,800.00-$106,600.00 1 month ago Washington, DC $69,923.00-$109,975.00 1 day ago Arlington, VA $95,000.00-$105,000.00 1 month ago Arlington, VA $57,400.00-$73,800.00 1 month ago Bethesda, MD $75,000.00-$90,000.00 1 month ago Information Technology Specialist (Customer Support) Springfield, VA $69,923.00-$109,975.00 1 day ago District of Columbia, United States 3 months ago Lorton, VA $69,923.00-$109,975.00 1 day ago Tier II Helpdesk Lead Central Area Business (CAB) Manager for Tech ControlRemote IT Support - $70-$90k (Internal, Security) Washington, DC $70,000.00-$90,000.00 2 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Help Desk Manager
role at
RIVA Solutions, Inc. 4 days ago Be among the first 25 applicants Join to apply for the
Help Desk Manager
role at
RIVA Solutions, Inc. Get AI-powered advice on this job and more exclusive features. Description
Be one of the first applicants, read the complete overview of the role below, then send your application for consideration.
Title:
Help Desk Manager
Location:
Washington, DC (On-Site)
Terms:
Full-Time
Clearance:
Top Secret / SCI Required
Travel:
0-10%
RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.
That's RIVA. Our employee-first approach has cultivated a culture that attracts the best and brightest. By investing in people first and providing a flexible work environment, our employees experience higher morale, increased productivity, and lower turnover. At RIVA, people are our #1 priority.
RIVA is seeking an experienced and dynamic
Help Desk Manager
to support the Department of Commerce (DOC). The ideal candidate will oversee daily Help Desk operations, ensuring exceptional service delivery, SLA adherence, team management, and support of SCIF operations within a classified environment.
Key Responsibilities Include
Manage daily operations of Tier I and Tier II help desk services, overseeing phone, email, and in-person support. Supervise and mentor Help Desk Specialists, ensuring service levels are met and customer satisfaction remains high. Serve as the escalation point for complex technical issues and ensure timely resolution. Monitor Help Desk ticket queues and maintain service performance metrics; generate daily, weekly, and monthly reports. Ensure all personnel accessing classified systems meet clearance, authorization, and need-to-know requirements. Manage SCIF and collateral space operations, including access control, visitor monitoring, and compliance with security protocols. Oversee COMSEC support functions including material handling, destruction records, and semi-annual inventories. Develop and maintain Standard Operating Procedures (SOPs) and Help Desk process documentation. Facilitate team scheduling to ensure coverage Monday-Friday, 7:00 am - 5:00 pm, including emergency response support. Support the organization’s incident, change, and problem management processes based on ITIL best practices. Coordinate with IT leadership to align Help Desk services with business and operational requirements. Manage VIP support services, ensuring rapid and thorough resolution of issues. Advise management on service improvements, customer feedback trends, and operational risks.
Requirements
Bachelor's Degree in Information Technology, Business Administration, or related field. Minimum 8+ years of IT help desk or technical support experience, including at least 3+ years in a leadership or managerial role. Strong knowledge of service desk operations, ITSM/ITIL frameworks, and performance management. Experience managing IT support teams in classified environments. Familiarity with Microsoft Windows OS, Active Directory, ticketing systems, and standard IT support tools. Exceptional leadership, customer service, and communication skills. Must have an active Top Secret / SCI clearance.
Preferred Skills And Experience
Experience supporting Department of Commerce (DOC) or similar federal agency environments. ITIL Foundations certification preferred. Experience supporting secure facilities (SCIF) operations. Industry certifications such as Security+, Network+, or PMP are preferred but not required.
Salary: Max of $110,000 a year, based on experience
RIVA Benefits
Health, Dental, and Vision Coverage Life Insurance Retirement Benefits / 401K with Company Matching HSA/FSA Spending Accounts Long- and Short-Term Disability Pet Insurance Wellness Program Initiatives RIVA Flex Additional Workplace Benefits
RIVA Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any protected class. If you need a reasonable accommodation to search for a job opening or to submit an online application, please email [email protected]. Only messages left for this purpose will be returned.Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionInformation Technology IndustriesIT Services and IT Consulting Referrals increase your chances of interviewing at RIVA Solutions, Inc. by 2x Get notified about new Help Desk Manager jobs in
Washington, DC . Tysons Corner, VA $110,000.00-$140,000.00 21 hours ago Sr. Support Center (Service Desk) Manager Tysons Corner, VA $73,800.00-$106,601.00 1 month ago Sr. Support Center (Service Desk) Manager Arlington, VA $73,800.00-$106,600.00 1 month ago Sr. Support Center (Service Desk) Manager Washington, DC $73,800.00-$106,601.00 1 month ago Washington, DC $57,400.00-$73,800.00 1 month ago Arlington, VA $57,400.00-$73,800.00 1 month ago Tysons Corner, VA $57,400.00-$73,800.00 1 month ago Sr. Support Center (Service Desk) Manager Arlington, VA $73,800.00-$106,600.00 1 month ago Rockville, MD $57,400.00-$73,800.00 1 month ago Sr. Support Center (Service Desk) Manager Rockville, MD $73,800.00-$106,600.00 1 month ago Washington, DC $69,923.00-$109,975.00 1 day ago Arlington, VA $95,000.00-$105,000.00 1 month ago Arlington, VA $57,400.00-$73,800.00 1 month ago Bethesda, MD $75,000.00-$90,000.00 1 month ago Information Technology Specialist (Customer Support) Springfield, VA $69,923.00-$109,975.00 1 day ago District of Columbia, United States 3 months ago Lorton, VA $69,923.00-$109,975.00 1 day ago Tier II Helpdesk Lead Central Area Business (CAB) Manager for Tech ControlRemote IT Support - $70-$90k (Internal, Security) Washington, DC $70,000.00-$90,000.00 2 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr