Tier 3 Service Desk Lead — TS Cleared (DC Onsite)

RIVA Solutions, Inc.; Washington (District of Columbia); On-site; USD 120,000 - 150,000; Full time

Job summary

RIVA Solutions, Inc. is seeking a Tier 3 Service Desk Lead to provide expert-level technical leadership in a federal enterprise service desk environment in Washington, DC. The role requires on-site support, advanced Microsoft 365/Azure/AD/Entra ID expertise, and strong ServiceNow ITSM capabilities.

You will guide lower-tier teams, perform root-cause analysis, develop technical procedures, and ensure ITIL-aligned operations for DOC and its bureaus under a DoC CATTS task order.

Qualifications

• Bachelor’s degree in information technology, computer science, information systems, cybersecurity, or related field.
• Extensive experience administering Microsoft 365 and Azure services.
• Proven experience as a senior/lead ServiceNow ITSM technician.
• U.S. Citizenship with an active Top Secret clearance.

Responsibilities

• Serve as the senior escalation point for complex incidents across the service desk environment.
• Lead troubleshooting for Microsoft 365, Azure, AD, Entra ID, ServiceNow, and enterprise IT systems.
• Coordinate with engineering, cybersecurity, infrastructure, and service desk teams to resolve escalated issues.

Skills

Microsoft 365

Azure

Active Directory

Entra ID

ServiceNow

PowerShell

Education

Bachelor’s degree in IT

Tools

ServiceNow ITSM

PowerShell

Job description

RIVA Solutions, Inc. is seeking a Tier 3 Service Desk Lead to provide expert-level technical leadership in a federal enterprise service desk environment in Washington, DC. The role requires on-site support, advanced Microsoft 365/Azure/AD/Entra ID expertise, and strong ServiceNow ITSM capabilities.

You will guide lower-tier teams, perform root-cause analysis, develop technical procedures, and ensure ITIL-aligned operations for DOC and its bureaus under a DoC CATTS task order.