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Help Desk Manager

RIVA Solutions, Inc.

Washington (District of Columbia)

On-site

USD 93,000 - 110,000

Full time

10 days ago

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Job summary

A leading company in IT Services seeks a dynamic Help Desk Manager in Washington, DC, to oversee daily operations within a classified environment. The ideal candidate will possess extensive technical support experience and leadership capabilities, ensuring exceptional service delivery and high customer satisfaction. This full-time role requires a Top Secret/Security clearance and offers a competitive salary with comprehensive benefits.

Benefits

Health, Dental, and Vision Coverage

Retirement Benefits / 401K with Company Matching

HSA/FSA Spending Accounts

Life Insurance

Long- and Short-Term Disability

Pet Insurance

Wellness Program Initiatives

RIVA Flex

Qualifications

Minimum 8+ years of IT help desk experience and 3+ years in a leadership role.
Strong knowledge of ITSM/ITIL frameworks.
Must have an active Top Secret/SCI clearance.

Responsibilities

Manage daily operations of Tier I and Tier II help desk services.
Supervise and mentor Help Desk Specialists.
Create daily, weekly, and monthly performance reports.

Skills

Leadership

Customer Service

Communication

Technical Support

Education

Bachelor's Degree in Information Technology

Tools

Active Directory

Ticketing Systems

Microsoft Windows OS

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Description

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 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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