Service Desk Lead

Full-Time/Part-Time
Full-Time

Description


RiVidium is seeking a Service Desk Lead 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. Executes PWS C.5.3.5 helpdesk operations; provides Tier I/II support, ticket escalation, and service-level compliance monitoring. This position is contingent upon contract award.

Key Responsibilities

• Lead a service desk shift or function supporting 24/7/365 user support operations.
• Monitor ticket routing, response times, escalations, and service-level performance.
• Coach analysts, maintain execution discipline, and ensure continuity across handoffs.
• Contribute to support reporting, issue trends, and process improvement actions.

Basic Qualifications

• 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.

Preferred Qualifications

• 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.

Work Setting

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.

About the Organization
Established in 2008, RiVidium, Inc. (dba TripleCyber) is a VA-Verified SDVOSB and an SBA-Certified 8(a) company. To prepare our clients for the future, RiVidium has balanced all parts of our organization to attract the finest employees in order to 'Strive to be the missing element defining tomorrow's technology'. RiVidium keeps pace and surpasses its competitors by meeting challenges of advancements in Logistics, Human Capital, Cyber, Intelligence & Technology.

EOE Statement
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 View email address on click.appcast.io.


This position is currently accepting applications.