Tier 3 Service Desk Lead; Top Secret Cleared

RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.

That’s RIVA.

We’re a mission-driven IT services company and systems integrator supporting digital transformation and modernization for federal government agencies. Since 2009, we’ve partnered with our customers to solve complex challenges through smart, practical innovation to deliver real outcomes where they matter most. Our teams are made up of industry-leading experts who are passionate about doing great work and making a difference. We don’t just develop solutions, we support efforts that strengthen communities and serve the public good.

RIVA’s culture is built on four core values:
Results, Innovation, Values, and Accountability. They guide how we work, how we collaborate, and how we measure success. Our employee-first approach is rooted in trust, ownership, and meaningful work. By investing in our people and fostering a flexible, supportive environment, employees have the opportunity to grow their skills, contribute ideas, and make an impact from day one. all while supporting missions that matter.

RIVA 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 Tier 3 Service Desk Lead will provide senior-level technical leadership across the service desk environment, serving as an escalation point for complex incidents, advanced troubleshooting, problem resolution, and technical quality across all support tiers.

RIVA is seeking an experienced Tier 3 Service Desk Lead to provide expert-level technical support and leadership for a federal enterprise service desk environment. This individual will be responsible for resolving complex, multi-tier technical issues; overseeing escalated incidents and problems; supporting root-cause analysis; and ensuring technical quality, consistency, and continuous improvement across all support tiers.

The ideal candidate has deep hands-on experience administering Microsoft 365, Azure services, Active Directory, Entra , Service Now, Power Shell, and enterprise IT operations. This role requires a highly technical leader who can troubleshoot complex issues, guide lower-tier support teams, collaborate with engineering and cybersecurity teams, and develop technical procedures, knowledge articles, and troubleshooting documentation.

This position requires onsite support in Washington, DC and an active Top Secret clearance.

• Serve as the senior technical escalation point for complex incidents, service requests, and problem resolution across the service desk environment.
• Provide expert-level troubleshooting for Microsoft 365, Azure services, Active Directory, Entra , Service Now, and enterprise IT systems.
• Resolve complex, multi-tier technical issues requiring advanced diagnostic, analytical, and troubleshooting skills.
• Support lower-tier service desk teams by providing technical guidance, escalation support, and troubleshooting direction.
• Ensure technical quality, consistency, and accuracy across all support tiers.
• Monitor escalated ticket queues and ensure timely resolution in alignment with service-level expectations and customer priorities.