Service Desk Manager

Title: Service Desk Manager
Location: Washington, DC (Telework may be permitted)
Terms: Full-Time
Clearance: U.S. Citizenship Required; Ability to Obtain Public Trust Clearance
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 Solutions is seeking a hands-on Service Desk Manager to lead the IT Service Desk operations for the National Telecommunications and Information Administration (NTIA) under the CATTS vehicle. This position supports over 900 federal users and is responsible for Tier 1 service desk operations, performance optimization, and customer satisfaction. The ideal candidate will bring strong ITSM expertise, leadership skills, and a customer-first mindset.

Key Responsibilities Include:

• Oversee day-to-day Tier 1 IT support operations, ensuring consistent service from 7:00 AM to 7:00 PM EST.
• Resolve service tickets and incidents quickly and effectively in line with SLAs and customer expectations.
• Develop and maintain standard operating procedures, workflows, and knowledge base content.
• Monitor and report on key performance metrics including First Contact Resolution (FCR) and SLA compliance.
• Provide leadership and mentoring to service desk team members to drive operational excellence.
• Manage ServiceNow platform configuration, ensuring alignment with ITSM practices and NTIA needs.

Minimum Requirements:

• Associate’s degree in Information Technology or a related field (Bachelor’s degree preferred).
• 6+ years of experience managing IT service desk operations in federal or large enterprise environments.
• ITIL certification required.
• Hands-on experience with ServiceNow or other ITSM platforms.
• Demonstrated ability to lead teams, manage metrics, and deliver outstanding customer service.

Salary: Up to $90,000/year

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.