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.
PROGRAM OVERVIEW
This is a federal IT Service Desk opportunity supporting an agency’s IT organization in modernizing and centralizing enterprise IT service delivery. The program delivers Tier 0 through Tier 3 service desk support, incident and request management, knowledge management, and end-user services, using ServiceNow to improve first call resolution, reporting, and the user experience for the agency workforce.
POSITION OVERVIEW
RIVA is seeking an experienced Service Desk Program Manager to provide full-time leadership of this federal IT service desk program. As Key Personnel, this individual will manage all services and be accountable to the Government for SLA performance, customer satisfaction, staffing, and deliverables. The ideal candidate is a hands-on IT program leader who has run multi-tier service desk operations, uses performance data to drive improvement, and communicates clearly with both Government leadership and technical teams.
CORE RESPONSIBILITIES
Service Desk Program Leadership
Manage all service desk services under the task order, leading the IT Service Desk Lead, Tier 3 Lead, and the Tier 0 through Tier 3 support team.
Ensure staffing coverage for extended core business hours and maintain a qualified, stable workforce.
Develop and maintain the Program Management Plan, SOPs, and operational level agreements.
Lead transition-in so operations reach full performance without disruption to end users.
SLA & Performance Management
Monitor and report performance against contract SLAs, including first call resolution, wait time, abandonment rate, ticket backlog, and customer satisfaction.
Identify trends and early signs of service degradation, and implement corrective action plans before SLAs are missed.
Identify, track, and mitigate risks and issues that could affect service delivery.
Customer Engagement & Continuous Improvement
Serve as the primary point of contact for the Contracting Officer’s Representative and Government IT leadership, and facilitate monthly status meetings and reports.
Recommend process, knowledge management, and automation improvements that shift routine demand to Tier 0 self-service.
Prioritize and submit ServiceNow platform enhancement requests and report on roadmap progress.
MINIMUM QUALIFICATIONS
Bachelor’s Degree in Information Technology, Computer Science, Business Administration, Project Management, or a related field.
PMP certification is required.
Expert-level experience leading teams in an IT environment.
Demonstrated experience managing federal or enterprise IT service delivery programs, service desk operations, infrastructure support, or comparable technical environments.
Experience managing extensive client interactions and providing detailed project status and progress reporting on a weekly or recurring basis.
Strong experience creating and maintaining project artifacts, including project charters, project plans, schedules, resource…