Help Desk Manager
Location: Washington, DC
Company: RIVA Solutions Inc
Category: Information Technology
Job Description Apply Now
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 . Only messages left for this purpose will be returned.