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Help Desk Manager

RIVA Solutions, Inc.

Arlington (VA)

On-site

USD 95,000 - 105,000

Full time

6 days ago

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Job summary

An innovative firm is seeking a Help Desk Manager to lead service desk operations for a federal agency. This role requires strong leadership and problem-solving skills to manage Tier 1 and Tier 2 IT support for over 250 users. The ideal candidate will have a background in federal contracting and a knack for fostering collaboration within a high-demand environment. Join a company that prioritizes employee well-being and offers a flexible work culture, ensuring that your contributions directly impact the success of critical IT services. If you're ready to take on a pivotal role in a supportive atmosphere, this opportunity is for you.

Benefits

Paid Time Off / Sick Leave

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

Qualifications

5+ years managing IT service desk operations in federal environments.
Excellent communication skills for collaboration with government stakeholders.
Ability to manage geographically dispersed teams effectively.

Responsibilities

Oversee daily service desk operations and manage a team of Help Desk Specialists.
Ensure compliance with SLAs and maintain service quality metrics.
Provide oversight for user account support and desktop imaging.

Skills

IT Service Desk Management

Microsoft 365 Proficiency

Jira

ServiceNow

Asset Management

Leadership Skills

Problem-Solving

Interpersonal Communication

Education

Bachelor’s degree in Information Technology

Equivalent experience

Tools

Excel

SharePoint

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Description

Title: Help Desk Manager

Location: On-site – Arlington, VA (primary), occasional support to D.C. and Silver Spring

Terms: Full-time

Clearance: U.S. Citizenship Required to Obtain Eligible High-Risk Clearance

Travel: 0%

RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.

That’s RIVA. Our employee-first approach has manifested a culture that attracts the best and brightest. By investing in people first, and providing a flexible work environment, our employees have higher morale, higher productivity rates, and lower turnover. At RIVA, people are our #1 priority.

Position Overview

RIVA Solutions is hiring a Help Desk Manager to lead the full lifecycle of service desk operations supporting the Office of Inspector General (OIG) within the Department of Commerce. This pivotal role is responsible for the management and oversight of Tier 1 and Tier 2 IT support, asset inventory coordination, and end-user technology services across multiple locations. The successful candidate will bring strong leadership, problem-solving skills, and federal contracting experience to manage a high-demand environment and serve over 250 federal and contract users.

Core Responsibilities

Oversee daily service desk operations during official hours
Lead, supervise, and support a team of mid-level Help Desk Specialists across on-site and remote locations.
Maintain SLA compliance and service quality metrics, resolving or escalating tickets as appropriate.
Serve as the primary interface with the OIG COR and IT leadership, ensuring alignment of support services to mission needs.
Ensure timely and accurate tracking, reporting, and reconciliation of all IT assets via Excel and SharePoint.
Provide oversight for:

User account support
Mobile device setup and maintenance
Desktop imaging and deployment
Video Conferencing Setup (Microsoft Teams)
Software support including Microsoft 365 Apps, Outlook, Adobe Suite, Tableau, etc.

Coordinate equipment repair and replacement (warranty and non-warranty) in compliance with OIG procedures.
Manage SOP documentation and continuous process improvement of Tier 1 and 2 services.
Support physical access coordination in line with BAMD procedures during normal operational hours.

Minimum Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
Minimum of 5 years of progressive experience managing IT service desk operations, including federal environments.
Demonstrated success managing support for geographically dispersed teams in a high-volume, SLA-driven environment.
Proficiency in Microsoft 365 suite, service management systems (e.g., Jira, ServiceNow), and asset management tools.
Excellent interpersonal and communication skills with proven ability to collaborate with government stakeholders.
Experience in scheduling, workload management, and resource allocation.
Ability to set clear goals, monitor progress, and provide constructive feedback.
Excellent delegation, coaching, and performance management skills.
Conflict resolution and problem-solving skills to address challenging situations effectively.
Ability to build rapport and maintain positive relationships with end-users and other IT teams.
Strong active listening and empathy skills to understand user needs and concerns.
Exceptional verbal and written communication skills, capable of explaining technical concepts to both technical and non-technical users.

Salary

$95,000 - 105,000K Depending on Experience

RIVA Benefits

Paid Time Off / Sick Leave
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 identify, national origin, disability, veteran status, or any protect 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 level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Information Technology
Industries
IT Services and IT Consulting

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