Federal Service Desk Program Lead

RIVA Solutions, Inc.

Washington (District of Columbia)

On-site

USD 140,000 - 170,000

Full time

9 days ago

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Job summary

RIVA Solutions, Inc. in Washington, DC is seeking an experienced Service Desk Program Manager to lead a federal IT service desk program.

You will oversee Tier 0–3 support, incident management, knowledge management, and end-user services, leveraging ServiceNow to improve first call resolution and user experience. The role requires hands-on leadership, accountability to Government for SLA performance, staffing, and deliverables, and clear communication with Government leadership and technical

Qualifications

Bachelor's degree in IT, CS, business, PM, or related field.
PMP certification required.
Expert-level experience leading IT service delivery teams.
Experience managing federal or enterprise IT service delivery programs.
Experience providing weekly project status reports.
Proficiency with project planning, scheduling, estimation, and reporting tools (e.g., Microsoft Project).

Responsibilities

Lead all service desk services and manage the tiered support teams.
Ensure extended hours staffing and a stable workforce.
Develop and maintain the Program Management Plan, SOPs, and OLAs.
Lead transition-in so operations reach full performance without disruption to end users.
Monitor SLAs, first call resolution, wait times, backlog, and customer satisfaction.
Engage with the Contracting Officer’s Representative and Government IT leadership in monthly status meetings.