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RIVA Solutions

Government IT consulting and cybersecurity services

Tier 3 Service Desk Lead

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeWashington, DC, USA$120k - $150k

About the Job

Requirements

  • A bachelor's degree in information technology, Computer Science, Information Systems, Cybersecurity, or a related field is required.
  • Extensive experience administering Microsoft 365 and Azure services, including tenant management, identity and access configuration, security controls, Exchange Online, Teams, SharePoint Online, and Azure AD/Entra ID is required.
  • Advanced experience with Active Directory administration, including group policy management, OU design, account lifecycle operations, authentication troubleshooting, and integration with cloud identity services is required.
  • Proven experience as a senior or lead ServiceNow technician, with the ability to configure, troubleshoot, and optimize ITSM modules such as Incident, Problem, Change, Knowledge, and Request Fulfillment, is required.
  • Practical knowledge of PowerShell scripting, including automating administrative tasks, performing bulk operations, and supporting system integrations, is required.
  • Demonstrated success resolving complex, multi-tier technical issues and serving as an escalation point for lower-tier support teams is required.
  • Experience coordinating with engineering, cybersecurity, infrastructure, and service desk teams to resolve high-impact incidents and drive root-cause analysis is required.
  • A strong background in enterprise IT operations, including monitoring, diagnostics, incident response, problem management, and adherence to ITIL-aligned processes, is required.
  • Documented ability to develop and maintain technical procedures, knowledge articles, troubleshooting guides, and standard operating procedures is required.
  • Strong analytical, troubleshooting, communication, and documentation skills are required.
  • The ability to operate effectively in a high-visibility federal IT support environment is required.
  • U.S. citizenship and an active Top Secret clearance are required.

Responsibilities

  • 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 ID, ServiceNow, and enterprise IT systems.
  • Resolve complex, multi-tier technical issues requiring advanced diagnostic, analytical, and troubleshooting skills.
  • Provide technical guidance, escalation support, and troubleshooting direction to lower-tier service desk teams.
  • 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.
  • Administer Microsoft 365 and Azure services, including tenant management, identity and access configuration, security controls, and service health monitoring.
  • Support Exchange Online, Microsoft Teams, SharePoint Online, Azure AD/Entra ID, and related cloud productivity services.
  • Troubleshoot authentication, access, permissions, licensing, synchronization, and service configuration issues.
  • Support identity lifecycle operations, role-based access, conditional access, multifactor authentication, and cloud identity integrations.
  • Coordinate with cybersecurity and infrastructure teams to ensure Microsoft 365 and Azure services are securely configured and operationally effective.
  • Support continuous improvement of cloud administration processes, controls, and technical documentation.
  • Perform advanced Active Directory administration, including group policy management, OU design, account lifecycle operations, authentication troubleshooting, and directory service support.
  • Troubleshoot issues involving user accounts, groups, permissions, domain services, GPOs, hybrid identity, and authentication workflows.
  • Support integration between on-premises identity services and cloud identity platforms.
  • Provide advanced support for account provisioning, deprovisioning, access changes, and identity-related incidents.
  • Analyze recurring identity and access issues and recommend process or configuration improvements.
  • Ensure administration activities align with security, compliance, and operational standards.
  • Serve as a senior or lead ServiceNow technician supporting ITSM operations and service desk workflows.
  • Configure, troubleshoot, and optimize ServiceNow modules, including Incident, Problem, Change, Knowledge, and Request Fulfillment.
  • Support ticket workflow improvements, routing rules, categorization, assignment groups, notifications, dashboards, and reporting.
  • Identify opportunities to improve ITSM processes, service delivery efficiency, and user experience.
  • Partner with service desk leadership to improve data quality, reporting accuracy, and process adherence within ServiceNow.
  • Support knowledge management and service catalog improvements to increase self-service adoption and first-contact resolution.
  • Use PowerShell scripting to automate administrative tasks, perform bulk operations, support system integrations, and improve operational efficiency.
  • Develop scripts to support Microsoft 365, Azure, Active Directory, Exchange Online, Teams, SharePoint Online, and other enterprise administration functions.
  • Troubleshoot script execution, permissions, automation workflows, and integration issues.
  • Maintain reusable scripts, documentation, and automation standards to support repeatable operations.
  • Identify manual processes that can be improved through automation.
  • Ensure scripts and automation activities follow security and change management standards.
  • Lead technical troubleshooting and resolution of high-impact, complex, or recurring incidents.
  • Coordinate with engineering, cybersecurity, infrastructure, application, and service desk teams to resolve escalated issues.
  • Support root-cause analysis for recurring or high-priority incidents and recommend corrective actions.
  • Document findings, resolution steps, lessons learned, and process improvements.
  • Ensure incident and problem records are accurate, complete, and aligned with ITIL-based processes.
  • Support operational reviews, trend analysis, and continuous improvement initiatives.
  • Develop and maintain technical procedures, knowledge articles, troubleshooting guides, escalation documentation, and standard operating procedures.
  • Provide technical input to improve service desk documentation, training materials, and support playbooks.
  • Identify knowledge gaps across support tiers and create documentation to improve consistency and resolution quality.
  • Support knowledge transfer and mentoring for Tier 1, Tier 2, and other technical support staff.
  • Promote continuous improvement across service desk operations, technical escalation processes, and enterprise IT support practices.
  • Ensure documentation remains accurate, current, and accessible to authorized support teams.

Desired Qualifications

  • ITIL v4 Foundation certification or comparable IT service management certification is preferred.
  • Microsoft certifications such as Microsoft 365 Administrator, Azure Administrator Associate, Identity and Access Administrator Associate, or comparable credentials are preferred.
  • ServiceNow certification or formal ServiceNow administrator/implementation training is preferred.
  • Experience supporting Department of Commerce, OCIO, or federal civilian IT environments is preferred.
  • Experience supporting enterprise service desk or contact center environments with Tier 0–3 support structures is preferred.
  • Experience with hybrid identity environments, including on-premises Active Directory and Entra ID integration, is preferred.
  • Experience supporting Exchange Online, Teams, SharePoint Online, Intune, endpoint management, or Microsoft security and compliance tools is preferred.
  • Experience creating ServiceNow dashboards, reports, workflows, assignment rules, knowledge articles, and service catalog items is preferred.
  • Experience mentoring lower-tier support staff and improving technical escalation processes is preferred.
  • Experience supporting performance-based contracts with SLAs, KPIs, service metrics, and recurring customer reporting is preferred.

About the Company

RIVA Solutions

Government IT consulting and cybersecurity services

RIVA Solutions provides government-focused services across management consulting, science and engineering, digital services, emerging technologies, infrastructure and cloud, data science, cybersecurity, and DevSecOps for Defense, Homeland Security, Intel, and civilian agencies. It works by pairing managers, technologists, and scientists who collaborate on projects, supported by an Innovation Lab that assesses new technologies and processes to improve efficiency and cut costs. It differentiates itself through its combination of management and technical talent, mission-focused outcomes, and a strong emphasis on training and career development to grow its workforce. Its goal is to solve complex problems with creative, technology-enabled solutions and to transform agencies through enterprise solutions that enable better government outcomes.

Company size
201-500
Company stage
Not listed
Total funding
Not listed
Headquarters
McLean, VA
Founded
2009

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