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Help Desk Manager

Location: Arlington, VA

Company: RIVA Solutions Inc

Category: Information Technology

Job Description Apply Now

Title: Help Desk Manager
Location: On-site – Arlington, VA (primary), occasional support to D.C. and Silver Spring
Terms: Full-time
Clearance: U.S. Citizenship Required to Obtain Eligible High-Risk Clearance
Travel: 0%

RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.
That’s RIVA.  Our employee-first approach has manifested a culture that attracts the best and brightest.  By investing in people first, and providing a flexible work environment, our employees have higher morale, higher productivity rates, and lower turnover. At RIVA, people are our #1 priority.
Position Overview:
RIVA Solutions is hiring a Help Desk Manager to lead the full lifecycle of service desk operations supporting the Office of Inspector General (OIG) within the Department of Commerce. This pivotal role is responsible for the management and oversight of Tier 1 and Tier 2 IT support, asset inventory coordination, and end-user technology services across multiple locations. The successful candidate will bring strong leadership, problem-solving skills, and federal contracting experience to manage a high-demand environment and serve over 250 federal and contract users.
Core Responsibilities:
  • Oversee daily service desk operations during official hours
  • Lead, supervise, and support a team of mid-level Help Desk Specialists across on-site and remote locations.
  • Maintain SLA compliance and service quality metrics, resolving or escalating tickets as appropriate.
  • Serve as the primary interface with the OIG COR and IT leadership, ensuring alignment of support services to mission needs.
  • Ensure timely and accurate tracking, reporting, and reconciliation of all IT assets via Excel and SharePoint.
  • Provide oversight for:
    • User account support
    • Mobile device setup and maintenance
    • Desktop imaging and deployment
    • Video Conferencing Setup (Microsoft Teams)
    • Software support including Microsoft 365 Apps, Outlook, Adobe Suite, Tableau, etc.
  • Coordinate equipment repair and replacement (warranty and non-warranty) in compliance with OIG procedures.
  • Manage SOP documentation and continuous process improvement of Tier 1 and 2 services.
  • Support physical access coordination in line with BAMD procedures during normal operational hours.
Minimum Qualifications:
  • Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
  • Minimum of 5 years of progressive experience managing IT service desk operations, including federal environments.
  • Demonstrated success managing support for geographically dispersed teams in a high-volume, SLA-driven environment.
  • Proficiency in Microsoft 365 suite, service management systems (e.g., Jira, ServiceNow), and asset management tools.
  • Excellent interpersonal and communication skills with proven ability to collaborate with government stakeholders.
  • Experience in scheduling, workload management, and resource allocation.
  • Ability to set clear goals, monitor progress, and provide constructive feedback.
  • Excellent delegation, coaching, and performance management skills.
  • Conflict resolution and problem-solving skills to address challenging situations effectively.
  • Ability to build rapport and maintain positive relationships with end-users and other IT teams.
  • Strong active listening and empathy skills to understand user needs and concerns.
  • Exceptional verbal and written communication skills, capable of explaining technical concepts to both technical and non-technical users.
 
RIVA Benefits: 
  • Paid Time Off / Sick Leave
  • 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 identify, national origin, disability, veteran status, or any protect 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. 

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