Program Manager- Top Secret Cleared

Title:

Program Manager

Location:

Washington, DC — Hybrid

Terms:

Proposal Pipelining
Clearance: U.S. Citizenship required with the ability to obtain and maintain a Federal Security Clearance; active Secret or Top Secret clearance may be required
Travel: 0–10%

RIVA Solutions is pursuing a Department of Commerce CATTS Service Desk opportunity supporting the Office of the Chief Information Officer in modernizing and centralizing enterprise IT service delivery across DOC and its bureaus.

This effort delivers scalable, customer-focused IT service desk and contact center support, including Tier 0–3 support, incident and request management, knowledge management, and end‑user services. The program will leverage ITSM tools such as Service Now to improve operational efficiency, strengthen reporting, increase first‑call resolution, and enhance the overall user experience for the DOC workforce.

The IT Service Desk Lead will play a critical role in overseeing daily service desk operations, ensuring end users receive timely, effective, and high‑quality IT support in a performance‑based federal environment.

RIVA Solutions is seeking an experienced Program Manager to provide full‑time leadership and oversight for a federal IT service desk and enterprise support program. This individual will be responsible for monitoring and managing all services provided under the task order to ensure compliance with contract requirements, performance measures, deliverables, timelines, and customer expectations.

The ideal candidate is a seasoned IT program leader with expert‑level experience managing teams in a complex technical environment, strong federal customer engagement skills, and demonstrated success developing and maintaining project management artifacts, schedules, risk and issue logs, communications plans, resource models, and leadership reporting.

This role requires a hands‑on, highly organized leader who can manage extensive client interactions, provide detailed project status updates, communicate effectively with executive and technical audiences, and ensure ongoing alignment between internal teams and Government stakeholders.

• Serve as the primary Program Manager responsible for monitoring, managing, and overseeing all services provided under the task order.
• Ensure contract requirements, performance measures, deliverables, service expectations, and reporting obligations are met.
• Provide project management services in alignment with the scope, objectives, and service delivery requirements of the program.
• Lead cross‑functional teams supporting IT service desk, infrastructure, operations, and enterprise support functions.
• Maintain accountability for successful program execution, customer satisfaction, staffing alignment, and operational performance.
• Ensure appropriate project communication is occurring on an ongoing basis with internal teams, external partners, and Government stakeholders.

• Manage extensive client interactions and provide detailed status and progress updates on a weekly basis or at the frequency required by the customer.
• Serve as a trusted point of contact for Government leadership, program stakeholders, and internal RIVA leadership.
• Communicate complex project, technical, and operational information in a clear, professional, and persuasive manner.
• Present project updates, risks, issues, accomplishments, performance trends, and recommendations to leadership audiences.
• Establish strong working relationships with customers, employees, management, and cross‑functional teams.
• Support transparent communication to ensure stakeholders remain informed of progress, risks, dependencies, and decisions.

• Create, maintain, and manage key project artifacts, including but not limited to:
  • Project Charter / Project Initiation Documentation
  • Project Management Plan
  • Requirements Management Plan
  • Change Management Plan
  • Testing Plan
  • Communication Plan
  • Implementation Plan
  • Risk Management Plan
  • Issue Management Plan
  • Quality Assurance Plan
  • Project Schedule
  • Resource Allocation Model
  • R…