Service Desk Director Security Clearance

Title

Service Desk Director Full-Time/Part-Time Full-Time

RiVidium is seeking a Service Desk Director to support our planned MODES III team supporting Military Community and Family Policy (MC&FP). This role supports IT, Cybersecurity, and Data Operations – Core Operations and helps deliver mission‑focused outcomes for service members, families, and related stakeholders. The Director will execute PWS

C.5.3.5 helpdesk operations; provide Tier I/II support, ticket escalation, and service‑level compliance monitoring. This position is contingent upon contract award.

• Lead 24/7/365 service desk operations supporting customer issues across systems, websites, applications, and digital services.
• Oversee shift performance, ticket flow, reporting, customer experience, and support process maturity.
• Guide SOP development, knowledge base practices, outage communications, and support metrics.
• Coordinate with technical leads and customer stakeholders to improve support quality and responsiveness.

• Bachelor’s degree in a relevant discipline or equivalent professional experience.
• Experience supporting operational or technical environments with shift‑based or on‑call expectations.
• Ability to satisfy applicable Government personnel security requirements for the assigned role. For IT and cybersecurity workforce positions, applicable DoD 8140 training and certification requirements will apply upon award.
• Strong communication, teamwork, and documentation skills in a mission‑focused delivery environment.

• Experience supporting 24/7/365 operations, ticketing workflows, knowledge bases, and customer support metrics.
• Ability to troubleshoot across applications, accounts, and infrastructure while maintaining service continuity.
• Experience supporting account lifecycle actions, outage communications, and operational SOPs.

This role is expected to support work in the Alexandria, Virginia area, with on‑site support at the DoD Mark Center or other customer‑approved locations as required. Expected schedule includes 24/7/365 shift support, including nights, weekends, and holidays as required.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. If you need a reasonable accommodation for any part of the employment process, please contact Human Resources (HR) at . This position is currently accepting applications.