Digital Service Desk Lead – Web Content & Ops

Riva Solutions Inc; United States; Remote; USD 95,000 - 125,000; Full time

Job summary

RIVA Solutions, Inc. seeks an experienced Service Desk Lead to oversee intake, triage, prioritization, and fulfillment for the ASPA Digital Service Desk supporting HHS websites and intranets.

You will coordinate with stakeholders, manage workflows, and ensure content publishing quality while aligning with accessibility and standards. A public trust eligibility and CMS experience are required.

Qualifications

• Bachelor's degree in Information Systems, MIS, Communications or related field.
• 8+ years of IT, web operations, service desk, or related experience.
• Experience supporting Drupal or similar CMS platforms.
• Experience leading service desk operations, triage, SLAs, and stakeholder communications.
• Hands-on experience with Jira, HTML, CSS, Adobe Creative Cloud, and Siteimprove or similar tools.
• Experience reviewing content for quality, usability, metadata, and accessibility.

Responsibilities

• Lead digital service desk intake, triage, prioritization, and fulfillment processes.
• Coordinate with HHS stakeholders, ASPA Digital product owners, and content providers.
• Manage ticket routing, SLAs, escalation paths, and backlog activities using Jira.
• Oversee content publishing, metadata optimization, and web administration activities.
• Ensure compliance with HHS content standards, accessibility requirements, and quality expectations.
• Support Agile teams with content launches, campaigns, and operational activities.
• Develop SOPs, training materials, and knowledge articles.
• Monitor metrics, customer feedback, and recurring issues to improve operations.

Skills

8+ years experience

Public Trust eligibility

Drupal CMS

Content governance

Stakeholder communications

Education

Bachelor's degree in Information Systems, MIS, Communications

Tools

Jira

HTML

CSS

Adobe Creative Cloud

Siteimprove

Job description

RIVA Solutions, Inc. seeks an experienced Service Desk Lead to oversee intake, triage, prioritization, and fulfillment for the ASPA Digital Service Desk supporting HHS websites and intranets.

You will coordinate with stakeholders, manage workflows, and ensure content publishing quality while aligning with accessibility and standards. A public trust eligibility and CMS experience are required.